INDEX

1️⃣ Who we are
2️⃣ Mission
3️⃣ What you’ll do
4️⃣ What you’ll bring
5️⃣ Our perks
6️⃣ About BNP Paribas

🏦 WHO WE ARE

We are the IT Spain Production organization, responsible for providing IT Production services to our clients in EMEA. Our team of over 400 experts ensures a secure, stable, and efficient production environment across infrastructure, telecom, and application domains. We focus on delivering a reliable digital market evolution through standardized and high-quality support.

🎯 MISSION

As a DaaS Global Service Delivery Manager, you will be the global guardian of Desktop as a Service production. Your mission is to oversee and govern DaaS services worldwide, ensuring that operational processes, ITSM governance, and provider performance align perfectly with BNP Paribas standards and regulatory requirements (including ECB). You will act as the vital bridge between production teams, regional stakeholders, and service providers to drive operational excellence.

💼 WHAT YOU’LL DO

• ITSM Governance: Enforce strict adherence to Incident, Problem, Change, and Request Management processes. Monitor compliance with regulatory requirements to prevent non-compliant change practices.
• Global Coordination: Serve as the primary operational point of contact across EMEA, APAC, AMER, and India, harmonizing processes and ensuring operational consistency.
• Provider Management: Monitor and challenge L2/L3 service providers (ITG and partners) to ensure SLA compliance and high service quality.
• Crisis Leadership: Lead operational communication and coordination during Major Incidents and crisis calls impacting end-user computing.
• Change Leadership: Represent DaaS in Change Advisory Boards (CAB), validating risks and implementation plans to ensure seamless production transitions.
• Performance Analytics: Develop ServiceNow dashboards and produce monthly operational reports to identify trends and service improvement opportunities.
• Continuous Improvement: Drive global strategic projects, such as ITSM catalog rationalization, naming convention harmonization, and ServiceNow process optimization.

💡 WHAT YOU’LL BRING

• Mandatory: Deep expertise in ITIL / ITSM processes and hands-on experience with ServiceNow.
• Mandatory: Strong background in End User Computing (EUC) and DaaS / Virtual Desktop Services.
• Mandatory: Proven experience in Incident, Problem, and Change Management within a large-scale production environment.
• Mandatory: Ability to lead and influence global teams and providers without direct authority.
• Mandatory: Exceptional communication skills and the ability to manage complex stakeholder relationships across different time zones.
• Preferred: Experience dealing with regulatory frameworks (e.g., ECB) and operational risk management.
• Preferred: Analytical mindset with a track record of implementing continuous service improvement (CSI) plans.

🎁 OUR PERKS

• Hybrid telecommuting model (50%).
• 32 vacation days.
• Flexible compensation plan.
• Training programs, career plans, and international mobility.
• Corporate volunteering program (1 Million Hours 2 Help).
• Diversity, equality and inclusion | BNP Paribas.

🌍 ABOUT BNP PARIBAS

We are BNP Paribas, a leading international bank present in 64 countries with over 178,000 professionals. We support individuals, SMEs, and large corporations through financing, investment, and insurance services. Our IT Spain Production hub is central to this mission, ensuring the technological stability that allows us to maintain leadership in Corporate & Institutional Banking across Europe and beyond.

🚀 APPLY NOW!

Take the lead in global service delivery and shape the future of our virtual workspace.

Explore more opportunities at BNP Paribas Careers!