IT Service Manager

Arcus Search; Paris; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

Arcus Search is seeking a passionate Service Manager for Financial Services to act as the central link between IT Operations, service providers, and business stakeholders. You will lead incident resolution, drive SLA improvements, and oversee change, release, and governance processes.

This role requires a hands-on, operational leader with a strategic mindset, experience in Financial Services or Insurance, and the ability to work from France with valid right to work.

Qualifications

• Experience in Financial Services or Insurance environments.
• T-shaped Service Manager with hands-on operational leadership and strategic mindset.
• Based in France with right to work.

Responsabilités

• Ensure timely and effective resolution of incidents and service requests.
• Monitor SLA performance and drive improvements in service desk quality.
• Support accurate categorization, prioritization, and escalation flows.
• Lead high-impact incidents end-to-end with calm and clarity.
• Coordinate technical teams, vendors, and business stakeholders.
• Identify recurring issues and lead root cause analysis (RCA).
• Facilitate problem review boards and ensure structural fixes are implemented.

Connaissances

Incident management

SLA monitoring

Stakeholder management

ITIL

Description du poste

Are you a passionate and enthusiastic Service Manager with strong experience in Financial Services?

We're looking for a T-shaped Service Manager with proven experience in Financial Services environments. Possessing hands-on operational leadership with a strategic mindset, acting as the central coordination point between IT Operations, service providers, and business stakeholders.

Key Responsibilities

• Ensure timely and effective resolution of incidents and service requests.
• Monitor SLA performance and drive improvements in service desk quality.
• Support accurate categorization, prioritization, and escalation flows.
• Lead high-impact incidents end-to-end with calm and clarity.
• Coordinate technical teams, vendors, and business stakeholders.
• Identify recurring issues and lead root cause analysis (RCA).
• Facilitate problem review boards and ensure structural fixes are implemented.

Change Management

• Ensure all changes are assessed, authorized, prioritized, and implemented with minimal business risk.
• Chair or support Change Advisory Board (CAB) meetings and ensure effective stakeholder engagement.
• Maintain compliance with IT governance, security, and audit requirements throughout the change lifecycle.

Release Management

• Coordinate the planning, scheduling, and deployment of releases across applications, infrastructure, and services.
• Manage release calendars and communicate release schedules, risks, and impacts to stakeholders.
• Monitor release performance and drive improvements to deployment quality, stability, and success rates.

Service Governance & Continuous Improvement

• Contribute to ITIL-aligned process maturity and operational governance.
• Drive automation, workflow optimization, and knowledge management initiatives.
• Use data and reporting to identify improvement opportunities.
• Manage relationships with internal teams and external service providers.
• Ensure SLAs, OLAs, and KPIs are met and continuously improved.
• Act as a trusted advisor to business stakeholders regarding service performance.

Please only apply if you have strong experience in Financial Services or Insurance industry.

Must be based in France with existing right to work status