Delivery Manager (It Operations) Lisboa

Delivery Manager (It Operations)
Lisboa
Lisboa, Lisboa, Portugal

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 capitalizing on all the skills from our international campus in Lisbon.

About Responsibilities

Under the responsibility of the Partner Relationship Manager, you will have to manage part of the clusters of our partner CAGIP, entity who is performing IT Operations for Credit Agricole Groupe entities (one cluster covers one or several CA Group entities).

You act as SPOC for the cluster's managers and coordinator of the clusters operational activities. Also serve as the resource manager for the client, guaranteeing performance and ensuring service continuity in the delivery of IT operations services.

Leading a team of 20 to 50 supported by 2 to 5 Team (or Tech) Leads, the main missions will be the following:

Operational management of IT operations services:

• Capacity management,
• Activity planning,
• Managing quality of service,
• Activity reporting,

Business development:

• Develop the activity in line with the client's needs and propose new solutions to strengthen the positioning of KLx,

IT Operations and Incident Management:

• Support operational staff in projects and ongoing activities,
• Manage risks & issues,

Sourcing management:

• Managing the clients requests,
• Recruitment of resources (in relation with the clients),
• Onboarding of the resources and making sure they have all required equipment, team care, skill matrix management,

Management of the providers on the perimeter of his clients:

• Managing the requests of the clients,
• Ramp-up plan management with the sourcing provider.
• Managing the sourcing from providers.

HR management on his/her perimeter:

• Managing the internal staff with the operational managers,
• Performing recruitments,
• Managing the formation & team care calendar in link the HR department,

Contract Management:

• Producing and validating the KPIs,
• Preparing & animating the committees with clients,
• Managing the timesheets of all resources,

Managing new clients:

• Driving the transition & knowledge transfer plan with the Transition manager,

Transversal activities:

• Participate in KLx development (strategic roadmap, new services, new offers, expertise…),
• Contribute to communication plan.

About You

• 5+ years of experience in managing multiple teams in IT operations or major IT projects.
• Knowledge of IT technologies management (Dev
  Ops, main ITSM tools, Cloud environments knowledge is a real plus).
• Mastery of Project Management tools
• Knowledge of Bank or Insurance is a plus
• Fluent in Portuguese and English (mandatory), French is a real plus

What We Offer

• Competitive Salary + Bonus + Flex Benefits + Health Insurance,
• Hybrid working model, allowing you to combine onsite and offsite work,
• Open Space with a lovely location next to Tejo, 5 minutes’ walk from Metro and Train Station, 15 minutes’ drive from Humberto Delgado’s airport,
• Canteen facilities (Breakfast + Lunch),
• Parking upon request (option to charge electrical cars),
• Free coffee, hot chocolate and fruits,
• Training (Hard and Soft Skills),
• International environment with more than 15 nationalities,
• A people oriented and friendly working environment.