BNP Paribas Group is the 2nd largest bank group in Europe. BNP Paribas Cardif provides B2B insurance and bank assurance solutions to partners in banking, retail, telco or utility sectors.

Service Manager

Scope and mission:

This position ensures the correct Service Management and operations setup for RETO SSC CE Information Technology Production and Infrastructure, and for Digital Applications hosted in the European Datacenter (EDC). The position holder maintains and supports ITSM requirements and provides an expertise based on ITIL principles and practices in accordance with Corporate governance. Position holder researches and develops innovative and rational solutions those properly meet clients’ needs and corporate standards.

This position develops effective communication skills for internal clients and service providers. The position holder measures service performance and client satisfaction while upholding strong sense of business continuity.

This role requires a great deal of liaison with local and Corporate teams and cooperation with multi-cultural teams and service providers in Continental Europe (CE) region.

This role covers following activities:

  • Negotiates Service Level Agreements (SLAs) with internal customers and service providers and ensures contracts are appropriate
  • Designs new services in accordance with the agreed service levels
  • Monitors services and generates performance and SLA reports
  • Ensures RETO SSC CE Service Catalogue is maintained and containing accurate information for all operational contributors
  • Communicates and cooperates with counterparts in CE countries and with support teams at Corporate Head Office (HO) in Paris
  • Establishes and maintains policy and procedures for ITSM
  • Manages and conducts Incident, Problem and Change processes for CE countries
  • Cooperates and contributes to audit and permanent control activities
  • Administers Service Desk function and coordinates activities for L1 and L2 support
  • Troubleshoots, supports and gives service for equipment and computer networks when necessary

Core skills:

  • Education: Bachelor’s degree in Computer Science or related field
  • Fluent in English language is a must and any other European language is an advantage
  • Experience at least 5 years in a similar position for Customer Service
  • ITIL Certified Professional
  • Microsoft certification (MCP) would be an asset
  • Practice in COBIT framework would be an asset
  • Hands-on experience in configuration of a service desk tool and workflow development
  • Participation to IT Security activities and project management tasks
  • Hands-on experience in computer and mobile networks (Windows 7/10 and iOS is preferable)
  • Close interest in end-user computer and mobile technologies


  • Has strong communication and problem solving skills
  • Has strong organizational skills; prioritization of tasks and projects
  • Pays attention to details
  • Analytical, team worker and solution oriented
  • Innovative, sociable and cooperative
  • Reliable; being able to perform tasks and deliver under given time constraints
  • Understanding of service delivery oriented business
  • Client focus
  • Strong sense of confidentiality and ethics
  • Diversity, inclusion and non-discrimination awareness

We offer:

  • Challenging environment with international set up
  • Possibility to work with top professionals on the market
  • Strong support of training new skills and experience growth
  • Above average benefit package
  • Five weeks of holidays

Interested in this vacancy? Does your profile meet our requirements? Would you like to participate in the selection procedure? Please do not hesitate to send us your CV.

Informace o pozici

BNP Paribas Cardif Pojišťovna, a.s.
Plzeňská 3217/16, Praha – Smíchov
Required education: University
Required languages: English (Advanced)
Benefits: Bonuses, Notebook, Contributions to the pension / life insurance, Flexible start/end of working hours, Transport allowance, Meal tickets / catering allowance, Holidays 5 weeks, Educational courses, training, Refreshments on workplace, Contribution to sport / culture / leisure, Education allowance, Sick day, Corporate Events, Self-organization of the job
Listed in: Banking industry and financial services, Insurance industry, Top management, Operations Manager
Employment form
Employment form: Full-time work
Contract duration
Contract duration: Permanent
Employment contract
Employment contract: employment contract
Employer type: Employer

BNP Paribas Cardif Pojišťovna, a.s., Dana Pařízková
+420 234 240 256