About KLx
KLx is the Portuguese subsidiary of Crédit Agricole S. A., a large international banking group that provides IT Skills & Software Development services to the IT organizations within the group's business lines. Our mission is to assist with the IT transformation and activities of a worldwide bank, leveraging all the skills from our international campus in Lisbon.
Responsibilities
Under the responsibility of the Partner Relationship Manager, you will manage part of the clusters of our partner CAGIP, which performs IT Operations for Credit Agricole Groupe entities (each cluster covers one or several CA Group entities).
You will act as the SPOC for the cluster's managers and coordinate operational activities. Additionally, serve as the resource manager for the client, ensuring performance and service continuity in IT operations.
Leading a team of 20 to 50 supported by 2 to 5 Team (or Tech) Leads, your main responsibilities will include:
1. Operational management of IT services:
o Capacity management
o Activity planning
o Managing quality of service
o Activity reporting
2. Business development:
o Developing activity aligned with client needs
o Proposing new solutions to enhance KLx's positioning
3. IT Operations and Incident Management:
o Supporting operational staff in projects and activities
o Managing risks and issues
4. Sourcing management:
o Handling client requests
o Recruiting resources in collaboration with clients
o Onboarding resources and ensuring equipment readiness
o Managing team skills and resource requests
o Managing provider requests and ramp-up plans
5. HR management:
o Managing internal staff with operational managers
o Recruitment activities
o Training and team care scheduling in coordination with HR
6. Contract Management:
o Producing and validating KPIs
o Facilitating client committees
o Managing timesheets
7. Managing new clients:
o Driving transition and knowledge transfer with the Transition Manager
8. Transversal activities:
o Participating in KLx development strategies
o Contributing to communication plans
About You
* 5+ years of experience managing multiple teams in IT operations or major IT projects
* Knowledge of IT technologies management (DevOps, ITSM tools, Cloud environments is a plus)
* Proficiency with Project Management tools
* Knowledge of banking or insurance sectors is a plus
* Fluent in Portuguese and English; French is a plus
What We Offer
* Competitive salary, bonus, flexible benefits, health insurance
* Hybrid working model
* Location near Tejo, accessible by public transport, with amenities
* Canteen facilities, parking options, and charging stations
* Free beverages and fruits
* Training in hard and soft skills
* International environment with diverse nationalities
* People-oriented and friendly workplace
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