Service Management Professional
hace 3 semanas
HSBC is seeking an experienced professional to join our team in the role of Regional Service Management Support. As a key member of our Global Service Center (GSC), you will play a critical role in ensuring the smooth operation of our IT infrastructure and services.
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 regions RTB budget and scrutinise RTB entries in clarity to 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 the initiatives to improve Service resiliency in your region.
- Drive service management with your regional business leads, including notification and communication of issues.
- 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.
- 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 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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