Center Operations Manager Setúbal

Center Operations Manager
Setúbal
Setúbal, Setubal, Portugal

Operations Manager (German Native Speakers in Lisbon) (m/w/d)

Delivery Manager (IT operations)

About KLx

KLx is the Portuguese subsidiary of Crédit Agricole S. A. , a large international banking group that provides IT Skills & Software Development services to the IT organizations within the group's business lines. Our mission is to assist with the IT transformation & activities of a worldwide bank, leveraging all the skills from our international campus in Lisbon.

About Responsibilities

Under the supervision of the Partner Relationship Manager, you will manage part of the clusters of our partner CAGIP, which performs IT Operations for Credit Agricole Group entities (each cluster covers one or multiple CA Group entities).

You will act as the single point of contact (SPOC) for the cluster managers and coordinate operational activities. Additionally, you will serve as the resource manager for the client, ensuring performance and service continuity in delivering IT operations services.

Leading a team of 20 to 50 supported by 2 to 5 Team (or Tech) Leads, your main responsibilities will include:

• Operational management of IT services: capacity management, activity planning, quality of service, activity reporting, developing activities aligned with client needs, and proposing new solutions to enhance KLx's positioning.
• IT Operations and Incident Management: supporting operational staff in projects and ongoing activities.
• Sourcing management: handling client requests, recruiting resources in coordination with clients, onboarding resources, ensuring they have necessary equipment, managing team care and skill matrices.
• Provider management: managing client requests,
  - up plans with sourcing providers, and overseeing provider sourcing activities.
• HR management: managing internal staff with operational managers, recruitment, and coordinating training and team care calendars with HR.
• Contract management: producing and validating KPIs, facilitating client committees, managing timesheets for all resources.
• New client onboarding: leading transition and knowledge transfer plans with the Transition Manager, participating in KLx's strategic development, and contributing to communication plans.

About You

• Degree in Computer Engineering or related field.
• At least 5 years of experience managing multiple teams in IT operations or major IT projects.
• Knowledge of IT technologies management (Dev
  Ops, ITSM tools, Cloud environments is a plus).
• Proficiency with Project Management tools.
• Knowledge of banking or insurance sectors is a plus.
• Fluent in French and English (mandatory).

What We Offer

• Competitive salary, bonus, flexible benefits, health insurance.
• Hybrid working model combining onsite and remote work.
• Beautiful open space office near Tejo, close to Metro and Train Station, 15 minutes from Humberto Delgado Airport.
• Parking options, including electric vehicle charging.
• Free coffee, hot chocolate, and fruits.
• Training programs (hard and soft skills).
• International environment with over 15 nationalities.
• People-oriented and friendly work environment.