Service Management Lead

hace 4 meses

Toluca, México HSBC A tiempo completo

-Job description

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of **Service Management Lead**

**Service Management Lead** aims to ensure highly resilient technology is operating within the parameters required by a consuming entities. The role will require building close working relationships with platform teams internally to Global Operations & Automation, but also equivalent GB/GF teams inclusive of CTO Service Management. Key Accuntabilities / Responsibilities of the role are:

- Responsible for the operational management of the function / discipline with a regional or global remit
- Manage and oversee the development / implementation of policies, standard operating procedures and strategy
- Collaborate within / across GB/GFs and regions to deliver collective goals in line with the Service Management strategies and priorities
- Drive the maturity, implementation and adoption of Service Management discipline best practice
- Ensure governance is in place to cover operational process, workflows and service provision
- Ensure controls are monitored, met, matured and are fit for purpose
- Identify, plan, execute and measure process interventions
- Prepare and present Management Information at performance and governance forums

This role will carry out some or all of the following activities:
Follow the Policy and Processes for Incident Management to achieve the following:

- The execution of the Incident Management processes has been delegated to the Regional Service Manager (RSM). It is the role of the RSM to ensure that the Platform teams delivery Incident, Problem and Change Management processes.
- Ensure all engineering teams are trained in the use of the Policy and Processes associated with Incident Management.
- Work with ServiceNow to ensure that GOA services are linked to the correct referral groups.
- Work with ServiceNow to have in place the correct workflows to manage the 3 levels of Incident Management required by the GOA Incident Management processes.
- Work with the HSBC Service Desk to ensure that it can triage Incidents and that they achieve a Right First Time Referral to GOA support teams.
- For live Incidents, ensure that the Severity of the Incident is known, where there is any doubt, perform the Severity Assessment with the associated IT Service Owner.
- For priority 1 and 2 level Incidents, inform the Major Incident Management team and ensure that the responsible GOA support team continues to follow the relevant Incident Management processes.

For Proactive Problem Management:

- Follow the Proactive Problem Management processes to identify such things as Single Points of Failure, potential defects in GOA services, or issues with the relationships with other non-GOA services and the interfaces between them.
- Work with other process areas such as Demand, Capacity, and Availability to ensure these processes areas do not lead to Incidents in GOA services.

Change Management

Follow the Policy and Process for Change Management to achieve the following:

- For all new services or significant changes to existing services, undertake with the associated IT Service Owners (ITSOs), the Severity Assessment. Work with ServiceNow management to ensure new services are included in ServiceNow and have the correct level of Severity as define by the Severity Assessment.
- Ensure requests for Change are raised by the associated engineering team as soon as possible following the logging of the Incident.
- For both proactive and reactive Requests for Change, ensure that the associated engineering teams produce Deployment and Remediation Plans and ensure that where possible, these plans have been successfully tested.
- Prior to deployment of a Request for Change, ensure that the engineering team has completed the Probability Assessment and that any necessary mitigations and countermeasures have been completed and authorised by the Platform Lead associated with the GOA Service.
- Work with the associated ITSO to check that the current Priority Level for the GOA Service remains accurate, update as appropriate. With the ITSO, Identify the predecessor and successor services and identify the related ITSOs. Perform the Compatibility Assessment and manage any issues that may arise.
- Perform the Contention Assessment.
- Perform Post Implementation reviews for all deployments, assess and make recommendations for elevation of changes to Standard Change Status.
Requirements
- To be successful in this role you should have proven experien

  • Service Management

    hace 4 meses

    Toluca, México HSBC A tiempo completo

    -Job description If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to...

  • Service Management

    hace 3 meses

    Toluca, México HSBC A tiempo completo

    -Job description If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to...

  • Supply Chain Management Lead

    hace 2 semanas

    Toluca, México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    About the Role:Servicios Comerciales Amazon Mexico S. de R.L. de C.V. is seeking a highly skilled Delivery Shift Manager to join our team. As a key member of our logistics operations, you will be responsible for overseeing the day-to-day management of our delivery stations, ensuring the safe and efficient delivery of Amazon orders to our customers.Key...

  • Project Management Lead

    hace 2 semanas

    Toluca, México GE Renewable Energy A tiempo completo

    Job SummaryWe are seeking a highly skilled Project Management Lead to join our team at GE Renewable Energy. As a key member of our organization, you will be responsible for leading and managing power transmission equipment, solutions, and service projects for both public and private sectors.Key ResponsibilitiesProject Leadership: Lead projects in accordance...

  • Service Performance Management Assistant

    hace 4 meses

    Toluca, México HSBC A tiempo completo

    **Service Performance Management Assistant** **Purpose of the position** The role is part of the Service Performance Management (SPM) team in order to support on the main activities and responsibilities with an oversight over different governments and processes, being capable to managing and tracking activities and perform status report **Activites** -...

  • Project Management Lead

    hace 7 días

    Toluca, México GE Renewable Energy A tiempo completo

    {"h3": "Job Summary"} As a Lead Project Management Specialist at GE Renewable Energy, you will be responsible for leading and managing power transmission equipment, solutions, and service projects for both public and private sectors. Your primary goal will be to ensure compliance with regulations and standards, while achieving successful delivery. {"h3":...

  • Sales Team Lead

    hace 7 días

    Toluca, México Mondelēz International A tiempo completo

    About the RoleWe are seeking a highly skilled and experienced Sales Team Lead to join our team at Mondelēz International. As a Sales Team Lead, you will be responsible for leading a team of sales representatives to achieve sales targets and deliver exceptional customer service.Key ResponsibilitiesManage and develop a team of sales representatives to achieve...

  • Management Assistant

    hace 4 meses

    Toluca, México Bosch Group A tiempo completo

    Company Description Located 70 km from Mexico City, Bosch Plant in Toluca (TlP) has manufactured a wide range of products and solutions for the Automotive Business for over 56 years. Join our team, to work, lead and win #LikeABosch **Job Description**: **Main Objective** Responsible for support and assistance to manage budget and to control project costs...

  • Technical Product Management

    hace 4 meses

    Toluca, México HSBC A tiempo completo

    -Job description If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to...

  • Customer Service Manager

    hace 2 semanas

    Toluca, México D. Catcher A tiempo completo

    About D. CatcherD. Catcher is a leading provider of innovative customer service solutions to Fortune 500 clients in the energy sector. We are committed to delivering exceptional service experiences that exceed our clients' expectations.Job Title: Customer Service Manager - Energy SectorWe are seeking a highly skilled and experienced Customer Service Manager...

  • Management Assistant

    hace 4 meses

    Toluca, México Bosch Group A tiempo completo

    Company Description Located 70 km from Mexico City, Bosch Plant in Toluca (TlP) has manufactured a wide range of products and solutions for the Automotive Business for over 56 years. Join our team, to work, lead and win #LikeABosch **Job Description**: **Main Objective** Perform administrative activities to support Management and areas involved in the...

  • Customer Service Manager

    hace 3 meses

    Toluca, México D. Catcher A tiempo completo

    Our client is on a quest to redefine the standard of excellence in customer service within the energy sector, catering to an elite roster of Fortune 500 clients. As a pivotal addition to their team, you will spearhead this transformation, employing your expertise to foster innovation and deliver service that not only meets but exceeds the lofty expectations...

  • Sales Team Lead

    hace 2 semanas

    Toluca, México Mondelēz International A tiempo completo

    About This RoleWe are seeking a highly motivated and experienced Sales Team Lead to join our team at Mondelēz International. As a Sales Team Lead, you will be responsible for leading a team of field sales representatives to achieve sales targets and deliver exceptional customer service.Key ResponsibilitiesManage and develop a team of field sales...

  • Agile Lead

    hace 3 meses

    Toluca, México HSBC A tiempo completo

    -Job description If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to...

  • Facility Management

    hace 3 meses

    Toluca, México Siegwerk Druckfarben AG & Co. KGaA A tiempo completo

    Siegwerk is one of the world’s leading suppliers of Printing Inks and sustainable packaging solutions. A career here will give you significant flexibility and support in a company focused on making a positive impact in the world. Siegwerk is poised to disrupt the global packaging industry; changing the way packaging is produced and consumed for the benefit...

  • Agile Lead

    hace 4 meses

    Toluca, México HSBC A tiempo completo

    -Job description If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to...

  • Agile Lead

    hace 3 meses

    Toluca, México HSBC A tiempo completo

    -Job description **Agile Lead** **Role Purpose.** **The purpose of the Agile Lead role is to support all pillars of the strategy, provide value to the business through sprint output and to ensure that continual improvements are a standard part of the Pods daily activities, drive Cross initiatives and deliver high quality offerings. Agile Lead role is to...

  • Battery Management Systems Application Supervisor

    hace 3 meses

    Toluca, México Stellantis A tiempo completo

    The BMS Software Application Supervisor is responsible for developing advanced automotive battery packs from initial design concept through full volume production. The Supervisor is responsible for leading the release and system integration of the BMS on BEV vehicle architectures for products that specifically require in-house BMS controls. Job...

  • Head of Wholesale Technology and Center Lead

    hace 5 días

    Toluca, México HSBC A tiempo completo

    Lead Wholesale Technology and Center ExcellenceHSBC is a global banking and financial services organization with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper.We are seeking an experienced professional to lead our Wholesale Technology team in Mexico, reporting to the Head...

  • Project Manager Senior Lead

    hace 5 días

    Toluca, México SC Johnson A tiempo completo

    Job DescriptionPurposeAs a Project Manager Senior, you will be responsible for overseeing end-to-end support for new product development and commercialization projects within our company portfolio. Your goal will be to ensure timely, budget-friendly, and strategic execution of projects. You will be responsible for effectively executing projects, keeping...