Service Management Professional

hace 2 días


Azcapotzalco, Ciudad de México HSBC A tiempo completo
Regional Service Management Support

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 delivery of high-quality IT services to our customers worldwide.

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 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, developing reporting packs and ensuring effective 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 relationships with other regional Service Management Support and leads, establishing a comprehensive handover process.
  • Ensure Service impacts and outages are reported accurately.
Requirements:
  • 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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