IT Production Support Head M/F

A challenging role in the banking world !
Hays Technology is looking for an IT Production Support Head for a client specialised in banking. It is a six-month renewable contract. It can become a permanent contract after one year of contract. You can start as soon as possible. Remote : 2 or 3 days per week, can change. English is mandatory.

Your responsibilities will involve:
  • Handling the provisioning of all production related services and the governance of IT outsourcings for insourced and outsourced services
  • Managing ongoing contractual relationships and the operational delivery of services to clients for an account or group of accounts
  • Serving as the prime point of contact to the internal clients regarding overall and day-to-day service delivery and take primary responsibility for client satisfaction with service delivery
  • Ensuring that operational teams and subcontractors maintain a clear understanding of the client's needs, and provide day-to-day client advice and support

More details:

1. Management of Production Support team and activities
  • Cascading IT strategic objectives into operational tasks for the team; representing the team at Department meetings and discussions
  • Developing and maintaining a partnership culture, open and proactive communication and escalation of issues within the team as well as promoting a cross-collaboration culture across teams
  • Creating good team spirit and working environment, with a focus on the development and recognition of IT production expertise
  • Facilitating the execution and monitoring of daily batch and provision of the daily production deliveries
  • Leading the team for the joined "User Service Team" comprising of Production Support and Service Level Management staff
  • Overseeing the planning and coordination of team activities incl. administrative tasks, people development, etc.

2. Service Level Management
  • Managing the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts, are met or exceeded incl. that all intragroup SLAs are updated and fully compliant with Group policies / local regulations
  • Defining and maintaining control matrix / control plan for all concerned Legal Entities in relation to in- and outsourced services
  • Ensuring that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget
  • Designing, gathering and analyzing metrics to measure performance

3. Incident and Change Management
  • Ensuring consistent and proper handling of incidents and Changes
  • Acting as the 1st escalation point of the incident and change process as well as main contact on related questions

4. Continuous improvement of services and service processes
  • Ensuring that all identified weaknesses within the local application landscape / outsourced applications / production environment are systematically described and escalated to the application provider when necessary
  • Ensuring process alignment to standard bank processes

Your skills :
  • In depth knowhow of ITIL and local regulatory environment management of at least 5-8 years
  • Good knowhow on the group's IT processes and good network into global IT community of the group
  • Excellent knowhow of local IT landscape and in/outsourced systems and service setups
  • Fluent in English and in any additional languages useful for the position
  • People management and people development skills
  • Track record of proven experience with team lead or line management
  • Communication and active listening skills for internal clients, colleagues and IT partners
  • Ability to work independent and to handle many stakeholders simultaneously
  • Good skills to structure and organize
  • Higher degree in IT, completed with 7 years of experience in IT production support functions, within global and matrix organizations
  • Track record of proven experience with team lead or line management

If you're interested in this role, Click to apply! We are waiting for your application

I am a consultant for Hays Technology, specialising in all areas of Projects and Changes in Luxembourg. I help tech professionals to develop their careers and I ensure that companies are supported by the best talents.

At Hays Technology, we are shaping the future of recruitment. All areas of Projects and Changes have never been more needed. Whether you are looking for skilled people for your team or that you looking to move on to the next stage of your career, let’s talk in today. #1296057
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Job Type
To be defined

Talk to a consultant

Talk to Mehdi Joubeir, the specialist consultant managing this position, located in Luxembourg
Hays, 65 Avenue de la Gare

Telephone: 0035226865480