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

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.

Integral 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, Probl

📌 Global Service Delivery Manager (Madrid)
🏢 BNP Paribas
📍 Madrid