IT Service Delivery - Trainee


IT Service Delivery - Trainee

London, United Kingdom Trainee Others


Description of the Business Line or Department

The aim of our Service Unit (GBSU) is to deliver day-to-day services to GBIS Business Units and their clients to accelerate the transformation. GBSU is organised under the following structure:

  • A transversal client group
  • Several service and product orientated entities
  • A transversal data entity
  • Seven centres of expertise

Within each of these groups are dedicated Information Technology (IT) teams who are aligned with the mandate of the Support Unit groups.

The aim of the IT teams of GBIS is to translate ideas into action by combining the strength of expertise in IT with a deep understanding of investment banking.

IT works to ensure that it delivers the services the businesses need to compete and to serve Société Générale's clients. The objective is to deliver production services in a well-controlled and cost-effective way, and to deliver competitive application systems and infrastructure that allow GBIS to grow its business in existing and new markets, launch new products and take advantage of new opportunities when they arise.

  • Delivering IT services and solutions that enable GBIS to deliver its business objectives.
  • Ensuring a cost effective, high quality, flexible and well controlled production service for business applications systems and IT infrastructure (service delivered by RESG/GTS).
  • Facilitating entry to new markets, compliance with regulatory rules, growth in needs, adherence to market business volumes, and operational efficiency improvements in our overall front to back processing environment.

We are looking for a graduate trainee who will support the Production, Practices and Support (PPS) team within the GBSU/RPM (Risk Production Management) transversal team.  The PPS team support and steer the GBSU dedicated Information Technology (IT) teams in service delivery, based primarily on the ITIL framework practices

Core to the PPS team are:

  • ensuring UK IT teams are compliant with global policies and practices;
  • collating data, monitoring and steering production quality and services, including compiling and presenting management information;
  • animating and coordinating the decision to allow change and releases into production;
  • contributing to production and testing leagues and communities.

Summary of the key purposes of the role

Responsible for crafting, designing, delivering, managing, and improving the way UK manages IT services, the goal is to help ensure that the right processes, people and technology are in place so that the organization can meet its business goals.

The role will be covering the core processes below:

Customer and Supplier Management

•           Service Level Management

Service Planning and Design

•           Availability Management, including incident and problem management

•           IT Service Continuity and assisting overseeing the disaster recovery of applications

•           Service/Application Catalogue Management

Service Change and Development

•           Knowledge Management

•           Service Validation

•           Change management

Summary of responsibilities

Service Change and Development

Knowledge Management

  • Ensure the teams knowledge management systems and repositories are up to date
  • Ensure controls are in place for data accuracy
  • Ensure controls are being actioned correctly by the teams

Service Validation

  • Create a validation strategy
  • Ensure all test plans are validated
  • Ensure test results are communicated to stakeholders
  • Ensure the validation process can be measured and controlled
  • Produce stats from the process measurements captured

Change management

  • Ensure changes are measured and results are made known to the related review meetings
  • Ensure SG policies are followed if they are available
  • Ensure the process is reviewed and improved regularly


  • Enforce company IT standards, policies and guidelines, where missing help and contribute to design.
  • Design or help design service management tools, systems, processes to ensure the correct control of the service management processes under your direct responsibility. 
  • Identify risk and help manage risk in the IT environment.
  • Ensure you contribute to the resilience of the service infrastructure, environments, applications, and data of the application assigned to you.
  • Ensure processes are monitored and the progress is communicated on a regular basis.
  • Create and update dashboards to communicate progress within the core areas.
  • Capture process metrics where possible with the in-house service management tools available.
  • Ensure risk/security is always considered as part of all our processes.
  • Ensure measurement and metrics are in place to help judge the value of the process.
  • Ensure the delivered services are fit for purpose, carrying out relevant reviews as necessary

Conduct Responsibilities

  • Responsibility to adhere to internal Policies that relate to you, your business or other businesses for which you have any level of responsibility.  It is your responsibility to ensure compliance with operational and conduct risk requirements (e.g. data leakage, security policies and regulatory requirements). 
  • Adhere to individual and where applicable department conduct rules in accordance with the FCA and PRA Code
  • of Conduct rules
  • Responsibility for managing, controlling, preparing, and escalating risk within the scope of your position and in line with existing policies.
  • Responsibility to ensure that you take reasonable steps to be fully aware of, understand and comply with all regulatory requirements from all regulatory and statutory bodies, trading venues, etc that are applicable to your role and business line.
  • To assist in the self-identification of all conduct related issues. Ensure escalation to appropriate stakeholder or function whether internal or external.
  • Adhere to business line mandates relevant to the role as directed by your manager


This description is intended to outline the main responsibilities for the role and is not an exhaustive list, responsibilities may vary from time to time as directed by your manager.

Level of Autonomy and Authority

The candidate will

  • act with a high level of autonomy and be pro-active in co-ordinating stakeholders
  • be able to work on their own initiative
  • be able to communicate to all staff at all levels of seniority
  • able to communicate technical aspects and systems to all levels, including non-technical individuals
  • engage members of the team to deliver activities required of the team. This involves coordination and working with members of the IT department (GBSU IT) as well as others from various business, infrastructure, and external suppliers.
  • be able to identify critical points / incidents that need to be raised to management
  • be able to solve IT problems using information gathered from various sources
  • be able to effectively manage and plan tasks, and provide regular updates on progress

Profile required


  • Understanding of information technology, with a keen desire to learn about security, and regulatory compliance processes
  • Keen desire to learn about technology governance concepts; policy and standards development; documentation of risk management frameworks and ability to assist in the reporting of IT risk metrics.
  • Keen desire to understand audit and assessment processes and concepts.
  • Keen desire to pick up business knowledge of investment banking / financing business products
  • Able to effectively interact with technology teams, information security and business representatives.
  • Excellent English written communication skills
  • Good presentation skills, demonstrable ability to present data into a concise and consistent message.
  • A well-rounded worker with strong analytical, research, and organizational skills
  • High level of personal integrity, with the ability to handle confidential and otherwise sensitive matters professionally and with the appropriate level of judgment and maturity.
  • High degree of initiative, dependability, and ability to work with little supervision
  • Innovative thinker

Why join us

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.

Business insight

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 Société Générale, 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 identity.

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, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 21000QV4
Entity: SG CIB
Starting date: 2022/01/24
Publication date: 2021/11/23