French speaking- Service Manager

 London - Great Britain       Permanent contract        Information Technology


Description of the Business Line or Department

GTS - Global Technology Services is part of the Societe Generale resource group and is in charge of the IT infrastructure.

The scope covers its datacentres, network, hosting services, compute technologies, databases, middleware and the end user workplace (desktop, telephony, remote working, etc...).

The ambition of GTS for 2020 is to become a hybrid and multi-provider Cloud integrator and to fully automate and expose services though API and portals. To provide seamless security by design, focusing on critical assets and data protection, to value our data within Big Data and A.I. to enhance resiliency and production stability. GTS provides also a smart and virtualized workplace thanks to innovation and selfcare.

Service manager

  • The candidate will be responsible for Production Service Management of a specific business line, Quality and Process, as well as Production Reporting for GTS/MKT/UK/PRIV, reporting functionally to GTS/MKT/OPM/QPS which is the team in charge of Production Service Management, Quality and Process, as well as Production Reporting for GTS/MKT worldwide.

Summary of the key purposes of the role

Service manager

  • Manage the following ITIL processes for a set of application portfolio, for the Business Line function

    • Incident Management

    • Problem Management

    • Change Management

  • Working as an entry point for the business and business line IT teams for infrastructure related queries.

  • Enforcing GTS standards within GTS to ensure understanding of processes

Summary of responsibilities 

Production management

  • The candidate will be responsible for Production Service Management, Quality and Process, as well as Production Reporting for GTS/MKT/UK/PRIV, reporting functionally to GTS/MKT/OPM/QPS which is the team in charge of Production Service Management, Quality and Process, as well as Production Reporting for GTS/MKT worldwide.

    Service management

  • Maintain contacts in the GTS skill teams

  • Ensure Adherence to the global tools in skill teams (Outageware, ICLT, Hola2, ...)

  • Share, enforce (and adapt) golden Rules and best practices (Vigiprod, change golden rules, ...)

  • Single point of contact for IT local/global teams and for local/global skill teams

  • Participation to all local Production committees including ExCo if necessary

  • Explain to IT partners’ infrastructure architecture and organisation

  • Single point of contact for Paris to explain context, client priorities and objectives

  • Analysis of the service quality to propose improvement plans or review SLAs if exists

  • Manage task force when needed, coordinate skill teams and follow-up related actions

  • Specific local tasks to be defined with local and MKT/OPM managers

    Incident management

  • Challenge root cause, impact, and responsibility on Thermoprod in order to focus on real incidents

  • Collaborate with and ensure 48000 handle all the major crisis

  • Management Call (or video) Conferences management when required

  • Communication relay to partners or clients (direct contact when crisis)

  • Participation to local incident review committees and publication of reports

  • Incident arbitration between partners and GTS teams

  • Perform permanent supervision on incidents, cf instructions in GPS tools

    Problem management

  • Setup a KH Problem Review Board to ensure Problem Management follow up

  • If incident escalated by 48000, review Post-mortem and help with publication for local incidents with respect of according golden rules

  • Participate to EMEA Problem Review Board

  • Perform permanent supervision on problems, cf instructions in GPS tools

  • Align PM with Market standards


  • (Ensure) information concerning Production to local teams correctly pushed

  • (Ensure) Communication on Moratoriums, golden rules, process definitions, Vigiprod status (correctly pushed)

  • Presentation of Production reporting to clients (ITEC)

  • Provide Reporting (incident management, release, post-mortems, problems, GTS recommendations)

  • Non-technical communications to COO in case of Major Incident

    Change Management

  • Participation to local RRB

  • Participation to local EMEA RRB, communicate / relay to partners or clients on major releases

  • Participation to Paris GRRB, if possible, and communicate on big events or operations

  • Validation and arbitration of local releases (Appli and Infra) in respect of local rules

    DR tests Power downs

  • Participation to DR, split op or power down exercises when needed; follow-up of post-actions

Profile Required


  • Must be french speaking

  • Operational

  • Communication

  • Flexibility – Adaptability

  • Ability to Work Under Pressure

  • Analytical Skills

  • Teamwork

  • Analytical Capability

  • Co-operation

  • Results orientation

  • Proactivity

  • Autonomous

  • Client Focus

  • Must have ITIL v3 or v4

Why Join Us

If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Societe Generale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender reassignment

Business Insight

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Job code: 19000UIG
Business unit: SG CIB
Starting date: 20/01/2020
Date of publication: 25/11/2019
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French speaking- Service Manager

Permanent contract   |   London - Great Britain   |   Information Technology