Program Manager – IT Stability & Resilience

Program Manager – IT Stability & Resilience (Application Support Division)

Overview

We are looking for a senior leader who will own the end‑to‑end IT Stability & Resilience programme for our Application Support organisation. The role sits at the intersection of technology, process and governance and is responsible for delivering measurable improvements in service availability, incident reduction and operational efficiency across all production domains (Markets, Securities, MFS, etc.). The Program Manager reports directly to the GBM/CTO office and serves as the single point of contact for all stability‑related initiatives.

Key Responsibilities

Programme ownership – design, maintain and communicate a global roadmap that aligns with the GBM/CTO strategy and Production‑Excellence targets; run Steering Committee meetings and provide transparent progress reports to senior leadership.

Stability & resilience delivery – lead cross‑functional projects that apply SRE, ITIL 4, FinOps and Service‑Quality‑Index frameworks; partner with engineering and DevOps to raise observability (Dynatrace, Grafana, ELK) and expand automation (Ansible, ServiceNow).

Performance measurement – define and track core KPIs (MTTR, MTTD, SLA adherence, recurring‑incident rate); build data‑driven dashboards that surface trends and enable rapid corrective action.

Risk, compliance and audit alignment – ensure every initiative complies with SOX, PCI‑DSS, GDPR and internal risk‑management policies; conduct proactive risk assessments and guarantee audit findings are closed.

Stakeholder & change management – act as the programme’s ambassador across IT Production, Business Lines and central governance, communicating risks, value and ROI; coach APS managers and engineers through training, workshops and adoption of new tools and processes.

Required Experience & Skills

8 + years in IT Production / Application Support, with at least 3 years leading trans‑versal programmes or large‑scale projects.

Proven track record of reducing incident volumes and improving service availability in a complex, global environment.

Deep knowledge of ITIL v4, SRE, DevOps and FinOps principles, plus hands‑on experience with monitoring/automation tools such as Dynatrace, ServiceNow, Ansible, Grafana or ELK.

Strong analytical mindset – comfortable turning large data sets into actionable insights and KPI‑driven decisions.

Excellent communication and influencing skills, able to present clearly to executives and to rally diverse, multicultural teams around a common vision.

Desired Qualifications

Master’s degree in Computer Science, Engineering or a 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)