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Infrastructure and Technology Services Manager

Vacancy details

General information


About Crédit Agricole Corporate and Investment Bank (Crédit Agricole CIB)

Crédit Agricole CIB is the corporate and investment banking arm of Credit Agricole Group, the 12th largest banking group worldwide in terms of tier 1 capital (The Banker, July 2021). Nearly 8,600 employees across Europe, the Americas, Asia-Pacific, the Middle East and Africa support the Bank's clients, meeting their financial needs throughout the world. Crédit Agricole CIB offers its large corporate and institutional clients a range of products and services in capital markets activities, investment banking, structured finance, commercial banking and international trade. The Bank is a pioneer in the area of climate finance, and is currently a market leader in this segment with a complete offer for all its clients.

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Job description

Business type

Types of Jobs - Information systems / IT Project management

Job title

Infrastructure and Technology Services Manager

Contract type

Permanent Contract

Job summary

Key Responsibilities

Management of the IT domain related to the infrastructure;  this includes management of the team/services in charge of :
·Defining IT infrastructure strategy, cost reduction through simplification, and improvement or efficiencies.
·Manage the budget of the domain: actual / forecast as well as ensure that budget is put into good use.
·Oversees the operations with third parties, onshore and offshore, who are providing support.
·Infrastructure support including support for end users. Includes coordination with external vendors or other CACIB entities.
·Project management and architecture.

In this role, must:

§ Assign personnel/services to the various projects, direct their activities and ensure adequate project reporting.
§ Define strategy for its own domain (target operating model, technology…) and present it to the CIO. Execute when the approval is obtained.
§ Coordination with teams on-shore/off-shore, third parties or Head Office for major projects.
§ Manage the department budget related to the Project and Business as usual (Budget estimates and follow-up) and ensures that budget and resources are put to good use.
§ Provide input to general architecture - including hardware, network, tools, software, etc.
§ Consult with and advise other departments on systems and procedures.
§ Develop good relations with the business; follow relationship with third parties, manage / assist members.
§ Actively work on continuously improving the environment and bring efficiencies to either improve quality, time to deliver or reduce cost.
§ Ensure integrity of all systems - including out of hours support (24/7), where required.
§ Supervise installation of accepted proposals and integrate the new services into existing systems in conjunction with the department managers and personnel affected; explain the new systems and interpret computer output.
§ Direct research on internally developed systems or third-party customized systems.
§ Conduct feasibility studies, systems design and make recommendations on the appropriate action to be taken.
§ Ensure the following processes are in place and efficiently executed: change management, incident management, problem management, knowledge management, demand management.
§ Exercise the duties of a manager with respect to supervision of all personnel within the group including staffing, training and development, performance appraisals, resolving personnel problems, recommending salary increases, promotions, and terminations. Reports such activities to the Chief Information Officer.
§ Ensure proper reporting of statuses and KPIs. Responsible for the IT Steering Committee commentaries.

·Oversight of the operations for the domain:
§ Ensure the internal team as well as 3rd parties meet deliverables for BAU and Change.
§ Guide and assist 3rd parties track lead/delivery lead technically and managerially, including monitoring of the capacity of the team.

Position location

Geographical area

America, United States Of America



Candidate criteria

Academic qualification / Speciality

Description cont:

§ Approve Change Requests and review incident; ensure adequacy of the action plan. For recurring incidents, ensure problem management is applied.

§ Ensure that the operations meet US regulatory standards and are done in accordance with the Bank’s policies and procedures.

§ Attends the daily debrief, project meeting, Change Review Board, SLA review meeting as well as the weekly operational meetings.


Description cont:

§  Establishes and reviews Key Performance Indicators/Service Level Requirements defined to monitor the quality of service.

§  Identify and elevate issues impacting the achievement of service delivery objectives and continually improve services.

§  Evaluate current procedures and processes for accomplishing department objectives and continuously design and implement improved practices.

§  Intervenes and/or escalates performance issues as appropriate to the CIO.

·Overall Department Objectives including:

§ Maintain and improve service quality.

§ Maintain and improve customer satisfaction (internal and external).

§ Perform assigned responsibilities in a professional manner, and in accordance with company policy.

§ Timely reporting within the IT department’s time tracking system.

§ Timely reporting of incidents, outages, system errors and possible enhancements within the appointed system.

§ Maintain awareness of the regulatory markets and competitive environment.

·Ensure successful execution of projects under the domain, including review, remediation, risk mitigation for delivery on time, with quality and within budget.
·Ensure the respect of development procedures as per the internal system project life cycle procedures.
·Ensure the respect of policies and procedures of the Bank, as well as regulatory requirements.
·Ensure accuracy and expediency of any activity related to audits.

Required skills

Description cont:

·Oversees proper execution of BCP activities for the domain in scope when necessary.

·Ensure adherence to LEAN Management processes implemented in NY, especially debrief and PSS.

·Promote GIT’s values and visions of “1 Team” across all functions and geographical locations.

·Approve entitlement.

Management and Reporting

Supervision of 5 internal staff, and consultants (depending on project portfolio).



Technical skills required

Knowledge and Skills



  • Good Technical background across all ITS technical domains (more than 10 years specifically in one)
  • Microsoft Office Suite, specifically Excel, Visio, Power Point, Word

  • Management.

  • Experience in outsourcing model and supervising a team on shore and off shore.

Soft skills:

o    Strong written and verbal communication skills

o    Good organizational skills with attention to detail

o    Multi-tasking

o    Ability to analyze and summarize information

o    Ability to work autonomously

o    Comfortable in working with multiple teams across locations with excellent inter-personal skills.


o    Organization, delegation, ability to provide technical guidance.


  • Project management
  • ITIL Foundation
  • Past experience with business continuity (Disaster Recovery)