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Regional Service Management Lead

hace 2 meses

Xico, México Hsbc A tiempo completo

Job Title: Regional Service Management Lead

Job Summary:

We are seeking an experienced professional to join our team in the role of Regional Service Management Lead. As a key member of our Core Banking Service Management function, you will be responsible for defining and executing strategies to improve all aspects of Service Management within your time zone.

Key Responsibilities:

  • Support the central Core Banking Service Management function by interpreting requirements and communicating them to local stakeholders and ITSO's.
  • 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 development of reporting packs.
  • 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 the other Regional Service Management Leads and establish a comprehensive handover process.
  • Ensure Service impacts and outages are reported accurately.

Requirements:

  • Strong language skills in both local dialect and English.
  • Proven experience in Incident Management.
  • Track record of taking 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.
  • Excellent leadership and management skills, with the ability to inspire and influence across the organisation.
  • Strong 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.