Business Lead - IT Service Delivery Manager (20901000420261501)

Job Title : Business Lead - IT Service Delivery Manager

Department/Function : IT Service Delivery

Reporting to Title : Head of IT Service Delivery

Main Objectives and Activities:

Within the IT Operation and technology department, composed of network, infrastructure, servers, security, SaaS, and dba teams, you will integrate the IT service delivery team.

As a part of this team, your will have diverse responsibilities including project portfolio management, project management, governance and coordination.

The IT Service delivery team is also key contributor to the implementation of the ITSM product for the BRED group.

You will drive the definition, design and continuous improvement of a new (under development), AI‑enabled ITSM platform, ensuring that it:

• Aligns with ITIL best practices
• Meets business, architecture, audits and security requirements
• Supports efficient and controlled Change Management across the organization

You will act as ITIL evangelist within BRED IT, shaping processes, promoting adoption of the tool, and leading the Change Management process and CAB.

Responsibilities/ Job Description:

1. ITSM Project Manager & Business Analysis

• Manage the project of the new ITSM platform for all BRED entities.
• Collect, challenge, and prioritize business requirements from IT and business stakeholders.
• Define functional and non‑functional specifications of the ITSM (incidents, requests, problems, changes, CMDB, knowledge, etc.).
• Translate business needs into clear user stories, use cases and acceptance criteria.
• Ensure the ITSM roadmap supports BRED IT’s operational and strategic objectives.

2. ITIL Process Design & Evangelization

• Map and analyze current service management processes and tools.
• Design and maintain ITIL‑aligned processes (Incident, Request, Problem, Change, Knowledge, CMDB, etc.) as they apply to the new ITSM.
• Challenge existing practices to move closer to ITIL best practices while remaining pragmatic.
• Act as an ITIL evangelist, promoting standardization, best practices, and a service‑oriented mindset across teams.

3. Backlog, Roadmap & Delivery Governance

• Manage with other stakeholders the ITSM product backlog (prioritization, grooming, planning).
• Build and maintain the ITSM roadmap in coordination with IT Service Delivery, CMC, architecture and security.
• Work closely with the development team (including AI‑enabled development tools) to give direction and clarify requirements.
• Ensure that each release delivers measurable value and improves service quality and reliability.

4. Quality, Architecture & Security Compliance

• Ensure that ITSM design and implementation comply with enterprise architecture standards.
• Work with security teams to ensure the solution respects security, privacy and regulatory requirements.
• Organize and coordinate test phases (functional tests, integration tests, UAT), define test cases and validation criteria.
• Validate that delivered features conform to requirements before production deployment.

5. Change Management (Process & CAB)

• Own the Change Management process for BRED IT and ensure its proper application across all entities.
• Organize, lead and facilitate the Change Advisory Board (CAB) and any related committees.
• Ensure all changes are properly assessed in terms of risk, impact, planning and rollback.
• Monitor change KPIs (success rate, emergency changes, failed changes, etc.) and drive continual improvement.
• Provide regular reporting on Change Management to management and international stakeholders.

6. Adoption, Training & Communication

• Promote the usage and value of the ITSM across BRED IT and international banks.
• Prepare and deliver training materials, guidelines, and communication (user guides, process documentation, FAQs).
• Support key users and process owners during rollout and major changes in the tool.
• Collect feedback from users and stakeholders to feed continuous improvement of both processes and tools.

7. Project management and project portfolio management

• Manage key projects within the Technology and Operation Department
• Ensure the technical delivery of international projects
• Manage and improve the technology and operation project portfolio

Qualifications:

Education

• Minimum Bachelor’s Degree in Computer Science/Engineering or equivalent experience.

Language skills:

• English: Full Professional Proficiency.
• French language is a plus.

Experience and Skills Required:

You are a structured, service‑oriented professional with strong experience in ITSM, ITIL processes, Change Management and Project Management. You can translate business needs into effective service management solutions and lead stakeholders through change.

Core Skills & Competencies

• Proven experience as ITSM Product Owner, Business Analyst, Process Owner or Service Manager.
• Strong knowledge of ITIL; certified (at least ITIL Foundation, higher level is a plus).
• Experience designing and improving ITIL processes and implementing them in an ITSM tool.
• Experience in managing technical projects.
• Good understanding of IT operations and infrastructure (incidents, changes, environments, monitoring, etc.).
• Ability to challenge existing processes and propose pragmatic improvements.
• Strong analytical and problem‑solving skills; able to structure complex requirements.
• Excellent coordination and facilitation skills (workshops, CAB, committees).
• Strong communication skills (written and oral) and ability to adapt to technical and non‑technical audiences.
• High level of ownership, rigor and autonomy; able to drive topics end‑to‑end.
• Team player, able to work in international and multicultural environments.

Nice to Have / Optional

• Experience with ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, etc.).
• Exposure to AI‑assisted development or automation in ITSM (chatbots, virtual agents, auto‑categorization, etc.).
• Knowledge of monitoring/observability concepts and tools.
• Understanding of CMDB and configuration management.