Regional Head of Incident Management

hace 2 semanas

Toluca, México HSBC A tiempo completo

**Regional Head of Incident Management**

**Role Purpose. **This role is responsible for managing the Incident Management function within Technology. This involves building the relevant strategy, methodology, and adopting the tools for their specific discipline, this person will be directly working with IT Heads, CIOs and key stakeholders in Mexico and LAM. Additionally this person will help to drive the DevOps-Agile way of working aligning both Regional and Global expectations helping to coordinate the team collaborating with US and CA Heads of Service Management. This role leads and develop the Incident Management resources and functional team/s, ensuring the resources have the appropriate capabilities, skills and knowledge via training and other materials to deliver the discipline's objectives

**Main activities**:

- Monitor the enforcement of appropriate procedures and controls and their ongoing effectiveness to ensure full adherence to Group, legal and regulatory requirements across LATAM
- Engaging all relevant stakeholders (CIOs, Service Management Practice Head, Infrastructure Management Head, etc.) to maintain visibility on their incidents
- Overseeing effectiveness of controls to ensure compliance with HSBC Service Management standards.
- Ensuring an effective engagement process is in place that is demonstrably adding value to all target stakeholders.
- Ensuring close co-ordination with the Service Management Practice Process Leads so that their process execution remains fully aligned to the rest of the organization.
- Collaborating across DevOps teams to ensure consistency, and continuously improve Incident Management Process execution.
- Manage, Lead and Mentor the Regional multi skilled Incident Management team to help deliver the above activities
- Monitor ongoing effectiveness of the controls
- Ensure compliance with all regulatory policies and Audits
- Provide expertise, specialist knowledge and consultancy to support the development and delivery of the Service Management discipline area's strategic goals and objectives.
- Ensuring governance structure (including Key Controls) is upheld throughout the Service Management Practice and reporting is aligned to global reporting standards.
- Collaborate with Service Management Disciplines and Service Management Practice resources to promote Service Management best practice and adoption.
- Work collaboratively with GB/GF representatives to improve engagement and drive tangible business-aligned improvements & benefits, and with Technology Service Management Discipline Management to ensure operationally that the process delivers business value

Lead and develop Incident Managers and Analysts

Requirements

**Requirements**:

- Strong managerial, communications, organizational, lateral thinking, strategic planning, analytical, mathematical, decision-making, interpersonal and leadership skills.
- Strong business acumen and ability to continually make trade-off decisions.
- Ability to seek out and improve on best practice and capability.
- Ability to build long-term relationships with all stakeholders (customers, employees, peers, etc.)
- Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at senior levels within the organization
- Ability to operate effectively in a globally-matrixed organization
- General understanding of IT software, hardware, networks and operations
- Sound judgmental skills to identify and resolve problems
- Experience working in a team environment using appropriate communication and planning skills, preferably in a matrix functional environment
- Solid partner/stakeholder interaction - customer oriented.
- Ability to deal with conflicting situations with success - negotiation skills.

**Capabilities**
- Ability to work effectively with regulators, external auditors, consultants, Executive/Senior Management, and other control functions such as Compliance, Risk Management and governance/steering committees amongst others.
- Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC.
- Promote sharing of best-practices whilst adopting a collaborative management approach to enhance employee engagement.
- Strong team-playing ability and being a positive cultural catalyst within the organization
- Managing and leading people to archive organizational objectives
- Strong customer experience focus
- Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
- Cultivate an environment that supports diversity and reflects the HSBC brand.
- Ensures professional standards of business conduct, consistent with HSBC’s reputation.

**Qualifications and Accreditations**

***
- Bachelor Degree: Engineering, Systems or related
- Strong English speaking and writing (100%)
- Formal certification in a Service Management framework (e.g. ITIL V3 C

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