Production Relationship Manager - Madrid, España - BNP Paribas

BNP Paribas

Empresa verificada

Madrid, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

BNP Paribas Corporate & Institutional Banking provides large companies, multinationals and financial institutions with various solutions in the areas of advisory, financing, transactional banking, capital markets, settlement, clearing and custody of securities, asset and fund management services and solutions for corporate issuers.

It has 620 professionals in Spain with offices in Madrid, Barcelona, Bilbao and Coruña. The entity has a network present in 56 countries.

The CIB IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality.

This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation.

Production Relationship Managers (PRM's ) team is part of Production Enablement Domain within BNPP CIB ITO organisation.

Production Relationship Managers are a "point of contact" for our clients "consuming" our IT Services, to assist their follow-up

Escalation of Issues
Complaints
New local Projects & Requirements
Service Quality
Local DR coordination.

I.

POSITION - TASKS & KEY RESPONSIBILITIES:

Responsibilities:

Develop relationships with Madrid CIB I&P European Platform customers, to ensure a continual followup of their IT production needs
Serve as the link of communication between customers and internal I&P teams
Customer escalation point when technical or functional escalation is needed and no other contact team/person is appointed.
Continuous followup of the quality of Services provided in regular meetings with the customer.
Acquire a thorough understanding of customer needs and requirements
Look after the IT Management of Customers with little or no IT Governance

- the required products and services are delivered to customers with the expected quality and accordingly with agreed commitments.

Facilitate resolution of issues and problems faced by customers and deal with complaints.
Act as customer advocate to ensure that all CIB I&P teams understand customer's requirements and provide the Services in the timely manner
Keep customers informed on the CIB I&P teams activities that could have any impact into customer business activities
Accompany and cooperate when needed MITP IT Projects where the customer is involved, to ensure the highest quality of Project deliveries are being produced and all client needs met
Present, in cooperation with ITSM department (and others if required), Service reports to customers
Aware to customer about requests for Change impacting anyway customer's Infrastructure, Applications, or Services and approve them once customer has been informed accordingly

II.

PROFESSIONAL SKILLS, ABILITIES AND EXPERIENCE:

Essential:

IT technical background
Team/Project Managerial experience
2 years experience as Production Relationship Manager (Business Relationship Manager) into an IT Services provider company
MS Office advance user (Microsoft Teams, Word, Excel, PowerPoint, Outlook, OneNote, OneDrive)
MS Windows PC platform OS advance user

Desirable:

Knowledge/Experience on ITIL processes, main focus on Service Transition and Service Operations ones
Knowledge/Experience on ITSM Key processes : INC, PRB, CHG, Request fulfilment

Diversity and Inclusion commitment