A major financial institution is consolidating its production and infrastructure services to improve service resilience and cost transparency. This Business Relationship Manager will bridge business lines and IT operations, working with IT infrastructure and IT security teams to apply ITIL methodologies and resilience practices such as DRP (Disaster Recovery Plan), BCP (Business Continuity Plan) and HA (High Availability).
The mission
You will operate within a cross-functional production and infrastructure area that combines run and change responsibilities, covering service monitoring, incident escalation, and the management of small-to-medium project portfolios. The work focuses on keeping services available and predictable, improving reporting on production costs, and aligning the technical roadmap with business needs.
On a day-to-day basis you will coordinate stakeholders across service owners, operations and project teams to guarantee the quality of applications and infrastructure. You will manage the project portfolio for your assigned business lines, provide regular visibility to stakeholders, define and track performance indicators, and steer budget and supplier conversations where required. You will act as the escalation point for business irritants and advise on the use of standard IT products and the technological roadmap.
Your responsibilities
- Coordinate cross-functional teams to ensure stable operation of applications and infrastructure, reducing repeat incidents and service interruptions.
- Provide timely visibility to business stakeholders through reports, dashboards and regular review meetings, improving transparency of production costs.
- Manage the project portfolio for assigned services, prioritising changes that reduce operational risk and support business objectives.
- Define, implement and monitor performance indicators to measure service availability, incident response and recovery performance.
- Resolve escalations and customer questions, driving root-cause analysis and continuous improvement actions with operations and suppliers.
- Control and advise on budget impacts for production services, working with finance and procurement to ensure cost-effective delivery.
Your profile
Essential skills
- Minimum 6+ years of relevant experience in IT production, infrastructure or operations.
- Proven capability in IT infrastructure and IT security, including practical knowledge of DRP, BCP and HA.
- Solid experience applying ITIL methodologies in run/change environments and managing production operations.
- Demonstrable experience defining and using performance indicators for service quality and availability.
- Strong stakeholder management skills, able to maintain IT/business relations and manage escalations.
- Experience with budget management and coordinating suppliers in a production context.
Preferred skills
- Good communication and influencing skills, proactive attitude and autonomy.
- Analytical and synthesis skills, comfortable working in a dynamic, multi-cultural environment.
Languages
- French, C1
- English, C1
Education
- Bachelor or Master degree, or equivalent professional experience.