Program Manager – IT Stability & Resilience

The role is for a senior leader responsible for the end-to-end IT Stability & Resilience programme within the Application Support organisation. It involves delivering improvements in service availability, incident reduction, and operational efficiency across multiple production domains. The position reports directly to the GBM/CTO office and acts as the single point of contact for stability-related initiatives.

• 8+ years in IT Production / Application Support
• At least 3 years leading transversal programmes or large-scale projects
• Proven track record in reducing incident volumes and improving service availability in complex, global environments
• Deep knowledge of ITIL v4, SRE, DevOps, and FinOps principles
• Hands-on experience with monitoring and automation tools such as Dynatrace, ServiceNow, Ansible, Grafana, or ELK
• Strong analytical skills to convert large data sets into actionable insights and KPI-driven decisions
• Excellent communication and influencing skills, capable of presenting to executives and leading multicultural teams

Desired Qualifications:

• Master’s degree in Computer Science, Engineering, or related discipline
• Professional certifications preferred but not mandatory: ITIL v4, PMP or PRINCE2, SRE Foundation, FinOps Certified Practitioner
• Experience with hybrid cloud platforms (AWS, Azure, Kubernetes) and large-scale RHEL migrations
• Fluency in English (expert)

• Design, maintain, and communicate a global roadmap aligned with GBM/CTO strategy and Production-Excellence targets
• Run Steering Committee meetings and provide progress reports to senior leadership
• Lead cross-functional projects applying SRE, ITIL 4, FinOps, and Service-Quality-Index frameworks
• Partner with engineering and DevOps to enhance observability (Dynatrace, Grafana, ELK) and expand automation (Ansible, ServiceNow)
• Define and track KPIs such as MTTR, MTTD, SLA adherence, and recurring-incident rate
• Build data-driven dashboards to surface trends and enable corrective actions
• Ensure compliance with SOX, PCI-DSS, GDPR, and internal risk-management policies
• Conduct proactive risk assessments and ensure audit findings are closed
• Act as programme ambassador across IT Production, Business Lines, and governance
• Coach APS managers and engineers through training, workshops, and adoption of new tools and processes