Apac Datacenter Manager

In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 18,000 employees* and a presence in 13 markets, BNP Paribas provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships.

Worldwide, BNP Paribas has a presence in 68 markets with more than 193,000 employees. It has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. Asia Pacific is a key strategic region for BNP Paribas and it continues to develop its franchise in the region.
- excluding partnerships

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

**Position Purpose**:
APAC Datacenter Management team is responsible to select/build appropriate Datacenters and operate datacentre services for BNP Paribas in APAC region. Datacenter being in the center of IT Services to deliver IT solutions to our business, timely delivery of our services is critical to success of BNP Business in APAC. Service Delivery Management position has been created within APAC Datacenter Management to oversee delivery of Datacenter services to our internal clients while working with all vendors for external datacenters or facility and building management team for internal datacenters/technical rooms. Service Delivery manager also would help to produce various reports and metrics to show that APAC Datacenter Services are delivering all services according the agreed SLA/OLA. Service Delivery Manager position will also help to improve customer satisfaction by collaborative and communicating with all parties to improve areas and process that need to improve to our quality and timely service delivery.

**Responsibilities**

**Direct Responsibilities**

Service Delivery Management:

- Review and revise all service catalogues to provide a easy to use interface for our user requests keeping in mind the need to accurately capture all information required for service measurement monitoring and executing the work without any issues by the Datacenter SmartHands team.
- Collaborate with internal teams to create integrated Service Catalogue by optimizing the Service Delivery and reducing touch points required to delivering the service.
- Produce weekly and monthly Service Delivery reports with metrics to show our service delivery performance.
- Work with Datacenter SmartHands and other internal teams to improve service delivery performance to meet all agreed SLA and OLA
- Partner with Datacenter Vendors and BNP Building/Facility Management to successfully deliver all projects and services.
- Standardize APAC Datacenter Services across all countries (especially for Hong Kong, Singapore and Japan where SDM has direct responsibility)
- Analyze service request patterns to understand service request peaks to plan and arrange resources accordingly.
- Collaborate and partner with internal teams to negotiate project delivery by optimizing he cost of delivery.
- Outsourced Service/Vendor Management: Regularly review and evaluate services provided by our vendors to make sure that vendor service meet SLAs agreed.
- For outsourced services, contribute to creating SLAs related to Datacenter Management

Operational Management:

- Support day-to-day service operations, Change Management, Problem Management, Incident Management, Business Continuity and Disaster Recovery Management.
- Help in review and revise of all policies and procedures being used in APAC Datacenter Management
- Audit and Controls: Perform various controls related to Datacenter regularly and support/contribute all audits related APAC Datacenter
- Contribute for all monthly dashboard reporting
- Capacity Planning: Regularly monitor Datacenter capacity information. Design and implement short term and long term strategic plans to ensure Datacenter capacity mee