Service Model y Governance Sr. Analyst, Boadilla del Monte
Service Model y Governance Sr. AnalystCountry:
SpainWHAT YOU WILL BE DOINGTechnology and Operations / SGT&O is seeking a
Senior Service Model and Governance Analyst
for our Madrid offices.WHY CONSIDER THIS OPPORTUNITYAt Santander Global Technology & Operations (SGTO), the technology and operations arm of Santander, we believe it's crucial that technology aligns with business needs and adds value to users, people, and communities, fostering creativity. Our team comprises over 3,000 people across 8 countries (Spain, Portugal, UK, USA, Mexico, Chile, Poland, Brazil), developing and implementing financial solutions across various technologies (Blockchain, Big Data, Angular, among others) on both on-premise and cloud platforms. Santander prides itself on being an organization committed to equal opportunities regardless of race, gender, religion, age, sexual orientation, marital status, disability, nationality, or gender identity.WHAT YOU WILL DOAs a Senior Service Model and Governance Analyst, your goal will be to:
Participate in project tracking within the area, managing client relationships and conducting regular service governance meetings.Interact with internal umbrellas providing services within SGT&O to ensure compliance with applicable requirements and policies.Provide a comprehensive and updated view of BAU projects and initiatives managed in the PGC, using project management tools and methodologies.Contribute to improving current service procedures and functions for continuous enhancement and to meet SLAs.Analyze and communicate relevant results and facts to clients during periodic service review meetings, collaborating on transformation initiatives to improve service and customer experience.Assist in defining, controlling, and monitoring the area's Objectives and Key Results (OKRs).Coordinate with the Financial Umbrella and Engagement Management regarding income and expense management, ensuring PGC compliance with OCIR and Internal Control Model requirements.Define, monitor, and report on SLAs for services provided to clients.Supervise and maintain ARKA (BIAs, plans, critical applications, critical personnel).Document and update controls (Heracles).Conduct GDPR assessments, service inventories (RAT), and contract review clauses.Participate in designing and updating the Service Model team's Operating Model within PGC.Maintain the Knowledge Portal (service catalog, economic model, SLAs, informational system).ExperienceOver 5 years of experience in the banking industry, ideally across different areas, with relevant experience in operations, project management, or change management.EducationDegree in Business Administration and Management.Skills & KnowledgeAnalytical skills, results-oriented, good communication, and teamwork skills.Ability to manage work plans flexibly, autonomously, and reliably, delivering results on time.Leadership in follow-up meetings conducted independently.Advanced proficiency in Office tools, especially Excel and PowerPoint.Knowledge of BI dashboard management tools (Power BI, Qlik Sense, or others).Advanced level of English (B2+ or higher).Experience with Agile methodology.Other InformationOccasional travel may be required.
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