ITSM Team Lead

In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal’s Top Employers in 2024. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal. The position at a glance The ITSM Team Lead has broad responsibilities for the deployment of ITSM related process and services. Main Responsibilities as follows:

• Plans, manages and evaluates team activities in order to accomplish department objectives.
• Ensures quality and on-time delivery of all activities under team purview.
• Participates in budget exercises and can identify and highlight opportunities for cost reduction.
• Identifies, deploys and monitors intelligent controls related to ITSM core functions.
• Competently represents team services as related to audit and regulatory requirements – defends and provide evidence when appropriate.
• Attends audit and compliance reviews, ensuring the team remains compliant with bank standards.
• Develops action plans to address any non-compliance.
• Participates with regional counterparts and CIB Global to ensure consistency and alignment of ITSM processes, becoming a recognized and valued contributor on global policies and processes.
• Responsible for BAU activities and operational procedures related to the BNP Change Audit process.
• Maintain continuous delivery of service through hiring and training of new staff.
• Ability to review the work of subordinates, providing constructive feedback and empowering them to work autonomously to realize their potential.

The strengths and skills that will help you succeed REQUIREMENTS

• 5+ years of exposure to components of IT Change / Incident / Problem / Request management.
• 7+ years working experience within a mature ISO-certified framework (financial services field a plus).
• Ability to lead a multidisciplinary team.
• Clear and comprehensive understanding of ITSM modules and their inter-relationships.
• ITIL Foundation Certification. (Minimum)
• Higher levels certification of ITSM (a strong plus).

SKILLS AND BEHAVIOURS

• Ability to foster a collaborative environment and deliver consensus agreement with key IT stakeholders.
• Good at organizing and managing multiple priorities and/or projects by using appropriate methodologies and tools.
• Ability to write communications, procedures and implement preventive/detective controls highlighting process operation adherence or the lack of it.
• Experience using ServiceNow Platform. (a strong plus)
• Remediate process deficiencies in a formalized approach engaging with multiple parties to bring closure.
• Understanding configuration management Database.
• Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may apply. Knowledge of the English is required.

What’s in it for you In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering. Hybrid work arrangements, such as remote working up to 50% and flexible working hours are available for most positions. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally. What you need to know

• We will review candidates as they apply, so don’t wait to submit your application;
• BNP Paribas is committed to accessibility and inclusion. If you need any accommodation during the recruitment process, you can contact accessibility@us.bnpparibas.com;
• You must be legally eligible to work in the Greater Montreal area and, if applicable, hold a valid work or study permit. Physical presence in BNP Paribas’ office(s) is an essential function of this position;

Diversity, Equity and Inclusion (DE&I) at the heart of our commitments At BNP Paribas all employees are on an equal footing allowing us to create a work environment that values and respects people for their talents, skills and competences. BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, and other protected status (Employment Equity Act and Canadian Human Right Act). About us BNP Paribas is the top bank in the European Union and a major international banking establishment. Present in 63 countries, with more than 180,000 employees, the bank holds key positions in several areas of banking and financial services.