Service Delivery Leader

hace 1 semana

Azcapotzalco, Ciudad de México HSBC A tiempo completo

About the Role:

We are seeking an experienced professional to join our team in the role of Regional Service Management Support. In this position, you will work closely with our technology teams in the UK to help design and build digital services that allow our millions of customers around the world to bank quickly, simply, and securely.

Key Responsibilities:

  • Support the central Service Management function by interpreting requirements and communicating them to local stakeholders and ITSOs.
  • Work with the central service management function to ensure all IT controls are understood and kept compliant.
  • Embed processes within the region to ensure timely communication of control issues and their resolution.
  • Understand the region's RTB budget, scrutinise RTB entries in clarity, and ensure effective use of RTB.
  • Identify opportunities to reduce toil within your region and gain stakeholder approval for the changes that need to happen.
  • Manage 'fire fight' requirements within your region, ensuring understanding and commitment to delivery.
  • Manage initiatives to improve Service resiliency in your region.
  • Drive service management with your regional business leads, including how to notify of issues and how to communicate best.
  • During your working hours, you will be the point person for incident management, ensuring incidents are managed and communicated effectively.
  • As part of a follow-the-sun team, build up relationships with other regional Service Management Support and leads, and establish a comprehensive handover process.
  • Ensure Service impacts and outages are reported accurately.

Requirements:

We are looking for a strong candidate with the following skills:

  • Strong language skills in both local dialect and English.
  • Experience in Incident Management.
  • Ability to take ideas and process improvements through to implementation.
  • Good listeners, well-versed in gathering, assessing, and prioritising expert recommendations.
  • Self-motivated and highly professional with the ability to lead and take ownership and responsibility.
  • Fast learner, energetic, and enthusiastic.
  • Strong organisational and planning skills.
  • Ability to multi-task, work under pressure, and to tight deadlines.
  • Strong customer service and support focus with a desire to deliver a high-quality service.
  • Good leadership and management skills, with the ability to inspire and influence across the organisation.
  • Analytical and problem-solving abilities, with a focus on risk assessment and mitigation.
  • Effective communication and interpersonal skills, with the ability to collaborate with stakeholders at different levels of the organisation.
  • Proficient in using IT service management tools and software.
  • ITIL certification or knowledge of ITIL processes is a plus.
  • Data-focused approach to reporting and problem-solving.
  • The drive to become an Incident Management Subject Matter Expert within Enterprise Technology, introducing measured continual improvement.

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