Managed Services Expert

A career as a Managed Services Expert reporting to the Director of the Digital Special Projects Program at National Bank means acting as an orchestrator for the planning, coordination of all the activities affecting the services in production, and the evolution of surveillance, ensuring the highest level of efficiency in service availability. You contribute to a unique initiative in the market by using your creativity to do things differently. You will build and work with a small, elite team of carefully selected experts, while working hand in hand with the various business lines and external partners.
Your job

• Keeps track of all the artefacts (incidents, issues, evolutions, …) which affect the production health, internally and in our partners’ management systems.
• Ensures partner’s compliance with internal standards.
• Defines, develops and deploys preventive maintenance and best practices in surveillance and operations.
• Works with partners to identify trends, analyze problems, determine the cause, define preventive measures and follow up on action plans.
• Proactively questions and monitors performance, indicators and all contracted services, and continually revises practices to suggest adjustments and ensure quality service for users through a continuous operational governance.
• In collaboration with the Release Manager, develops and manages implementation and deployment processes.
• In collaboration with the POs, assures the operational needs are documented in the new initiatives and features
• Works with internal clients to determine and interpret needs and pass them on to service providers according to procedures.
• Works with Customer Success and Business Operations teams to follow the performance in production and troubleshoot a variety of infrastructure and application issues.
• Keeping up to date with new systems updates and enhancements as required
• Provides expertise for projects and changes.
• Creates processes, documentation, diagrams, procedures, lists, inventory, etc.
• Ensures documentation is up to date.

Your team
Within the Digital Special Projects sector, you will be part of an autonomous team of around fifty people and actively participate in the Bank's digital transformation. Our team stands out for its great complicity, its unparalleled spirit of mutual aid as well as its great dynamism and sense of innovation! We aim to offer you maximum flexibility to support your quality of life. This translates into a hybrid work environment, as well as a flexible and adaptable schedule. The Bank values continuous development and internal mobility. Our personalized training programs, based on learning in action, allow you to master your craft and develop new fields of expertise. Tools such as the Data Academy, language training, the Harvard Learning Center, and coaching and mentoring support are available to you at all times.
Basic requirements

• At least 7 years of relevant experience, including at least 5 years in a management position related to product operation.
• Completion of a bachelor’s degree or equivalent qualification in a related field, complemented by several years of pertinent experience.
• Profound comprehension of technical intricacies, product dynamics, and visionary challenges, along with the adeptness to navigate associated developments and explore alternative pathways. 

Your benefits
In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Opportunities to get involved in community initiatives
• Telemedicine service
• Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.
Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.
We're putting people first
We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.
We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?
Come live your ambitions with us!