Head of Workplace & End-User Services– IT Production Suisse

The position is based in Geneva.

Context
BNP Paribas Switzerland is seeking an experienced Manager to oversee all end-user services (L1/L2 support) and ensure an optimal experience for 1,000+ users across 5 Swiss sites, with a particular topic as trading floors and VIP users.

With 10+ years of experience in IT service management, in a IT production environment, governance, and continuous improvement in highly regulated and critical environments (banking, telecoms, pharma), you will be responsible for:

• Aligning IT operations with business strategy, ensuring resilience, compliance, and performance.
• Coordinating support teams (Helpdesk, Geneva Service Desk, on-site support, L2, Global Market) and collaborating with O365 and L3 teams.
• Driving continuous service improvement, with an emphasis on reducing recurring incidents and optimizing costs.

YOUR WORKDAY

1.          IT Service Leadership & Management

o Lead support teams:

- Centralized L1 Helpdesk + Geneva Service Desk + on-site support (4 sites) + L2 support + Global Markets (trading floor) setup.

- Ensure SLA compliance.

o Governance & continuous improvement:

- Analyze recurring incidents (Problem Management) and implement corrective actions.

- Optimize processes (e.g., automation via PowerShell, ServiceNow workflow enhancements).

- Manage risks and compliance (alignment with FINMA, GDPR, and BNP Paribas internal policies).

2.          Priority Support for Critical Environments

o Trading floors (GlobalMarket) and VIP:

- Immediate incident resolution.

- Extended availability (7 AM–6 PM) and crisis management.

- Collaboration with traders to anticipate needs and test new deployments.

3.          Collaboration with O365 & L3 Teams ; Collaboration Scope

- Co-lead deployments (e.g., Teams, SharePoint, Exchange Online migrations).Immediate incident resolution.

- Joint resolution of collaborative tool incidents.

- Escalate complex incidents (e.g., infrastructure, security issues).

- Collaborate on technical projects (e.g., automation, virtualization).

4.          Incident & Change Management (ITIL/SAFe)

o Incident & Problem Management:

- Conduct Root Cause Analysis (RCA) and implement sustainable fixes.

- Ensure transparent communication with business stakeholders.

o Change Management:

- Schedule changes (e.g., updates, migrations) outside trading hours.

- Pre-test with GlobalMarket and L3 teams.

- Document and communicate changes (via ServiceNow, Teams, etc.).

5.          Asset Management & Vendor Relations

o Hardware lifecycle:

- Centralized management of orders, deployments, and retirements (PCs, trader terminals, peripherals).

- Cost optimization, License rationalization (e.g., transition to cloud models).

o Vendor management:

- Monitor SLAs contracts with Dell, Microsoft, Bloomberg.

6.          Transformation & Continuous Improvement

o Workplace modernization:

- Gradual rollout of Nexus, M365, and cloud tools (in collaboration with O365).

- Automate tasks (e.g., PowerShell scripts, Intune for endpoint management).

o Governance & reporting:

- Dashboards (KPIs, KRIs) to track performance and risks.

- Monthly reviews with IT leadership and business stakeholders.

o Training & adoption:

- Upskill L1/L2 teams and end users.

- Promote awareness of new tools.

YOUR SKILLS

Soft Skills

• Operational leadership:
  • Manage multiple technical teams (L1, L2, GlobalMarket) with a unified approach.
  • Align teams around shared goals (e.g., reducing recurring incidents).
• Crisis management:
  • Lead crisis cells (e.g., Market Data outages) with composure and efficiency.
• Continuous improvement:
  • Identify and implement enhancements (e.g., automation, training).
• Clear communication:
  • Tailor messaging for different audiences (technical teams, business, executives).
  • Deliver concise reports and presentations.

Languages

• French: Native (working language).
• English: Fluent (spoken/written) for international collaboration.

YOUR PROFILE 

• 10+ years in IT service management, including:
  • 3+ years managing multidisciplinary teams (L1/L2, specialized support) 
  • Experience in regulated environments (banking, pharma, telecoms) in IT production teams.
  • Background in IT governance (risk management, compliance, SLAs).
• Differentiating assets:
  • Global contract management (e.g., datacenter migrations, network deployments).
  • Service transition experience (e.g., outsourcing, insourcing).
  • Certifications: ITIL v3/v4, SAFe® 5 Agilist, Microsoft Modern Desktop (a plus).
• Education:
  • Master’s degree (or equivalent) in IT, project management, or related field.

WHY JOIN US?

BNP Paribas in Switzerland is a bank of reference active in Geneva, Zurich and Lugano. It is a major European partner for companies, as well as institutional and private clients. Joining BNP Paribas will give you the opportunity to take part in an authentic company project, in which innovation and career management act as driving forces to help talents emerge, express themselves fully and open up to career opportunities on an international level, by integrating a group that stands as a leader within the Eurozone. Please visit us at BNP Paribas Suisse.

In a changing world, diversity, equity and inclusion are key values for the well-being and the good performance of teams. At BNP Paribas, we wish to welcome and retain all talents, without any distinction: together we will build the finance of tomorrow, innovative, responsible and sustainable.

Finally, we insist on the particular importance of having our employees act daily in a spirit of ethical and professional responsibility.

NB: all terminologies apply in both the feminine and the masculine.