Production Relationship Manager

June 5, 2024

Production Relationship Manager

Reference12349450

  • Permanent
  • ES-Madrid-madrid
  • INFORMATION TECHNOLOGY
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BNP Paribas Corporate & Institutional Banking provides large companies, multinationals and financial institutions with various solutions in the areas of advisory, financing, transactional banking, capital markets, settlement, clearing and custody of securities, asset and fund management services and solutions for corporate issuers. It has 620 professionals in Spain with offices in Madrid, Barcelona, Bilbao and Coruña. The entity has a network present in 56 countries.

The CIB IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation. 

Production Relationship Managers (PRM’s ) team is part of Production Enablement  Domain within  BNPP CIB ITO organisation.

Production Relationship Managers are a “point of contact” for our clients “consuming” our  IT Services, to assist their   follow-up

·         Escalation of Issues

·         Complaints

·         New local Projects & Requirements

·         Service Quality

·         Local DR coordination.

I.               Position – Tasks & Key Responsibilities

Responsibilities :

ü  Develop relationships with Madrid CIB I&P European Platform customers, to ensure a   continual follow-up of their IT production needs

ü  Serve as the link of communication between customers and internal I&P teams

ü  Customer escalation point when technical or functional escalation is needed and no other contact team/person is appointed.

ü  Continuous follow-up of the quality of Services provided in regular meetings with the customer.

ü  Acquire a thorough understanding of customer needs and requirements

ü  Look after the IT Management of Customers with little or no IT Governance

ü   the required products and services are delivered to customers with the expected quality and accordingly with agreed commitments.

ü  Facilitate resolution of  issues and problems faced by customers and deal with complaints.

ü  Act as customer advocate to ensure that all CIB I&P teams understand customer’s requirements and provide the Services in the timely manner

ü  Keep customers informed on the CIB I&P teams activities that could have any impact into customer business activities

ü  Accompany and cooperate when needed MITP IT Projects where the customer is involved, to ensure the highest quality of Project deliveries are being produced and all client needs met

ü  Present, in cooperation with ITSM department (and others if required), Service reports to customers

ü  Aware to customer about requests for Change impacting anyway customer’s Infrastructure, Applications, or Services and approve them once customer has been informed accordingly

II.            Professional Skills, Abilities and Experience

Essential:

·       IT technical background

·       Team/Project Managerial experience

·       2 years experience as Production Relationship Manager (Business Relationship Manager) into an IT Services provider company

·       MS Office advance user (Microsoft Teams, Word, Excel, PowerPoint, Outlook, OneNote, OneDrive)

·       MS Windows PC platform OS advance user

Desirable:

·       Knowledge/Experience on ITIL processes, main focus on Service Transition and Service Operations ones

·       Knowledge/Experience on ITSM Key processes : INC, PRB, CHG, Request fulfilment 

Diversity and Inclusion commitment

BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients

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