Service Management Lead

hace 4 semanas

Ecatepec de Morelos, México Hsbc A tiempo completo

**Job Description**

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

The successful candidate will be responsible for ensuring highly resilient technology is operating within the parameters required by consuming entities.

Key responsibilities include:

  • Managing and overseeing the development and implementation of policies, standard operating procedures, and strategy
  • Collaborating with platform teams to deliver collective goals in line with Service Management strategies and priorities
  • Driving the maturity, implementation, and adoption of Service Management discipline best practice
  • Ensuring governance is in place to cover operational process, workflows, and service provision
  • Ensuring controls are monitored, met, matured, and are fit for purpose
  • Identifying, planning, executing, and measuring process interventions
  • Preparing and presenting Management Information at performance and governance forums

This role will also involve:

  • Following the Policy and Processes for Incident Management to achieve the following:
  • Ensuring all engineering teams are trained in the use of the Policy and Processes associated with Incident Management
  • Working with ServiceNow to ensure that GOA services are linked to the correct referral groups
  • Working with ServiceNow to have in place the correct workflows to manage the 3 levels of Incident Management required by the GOA Incident Management processes
  • Working 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, ensuring that the Severity of the Incident is known, where there is any doubt, performing the Severity Assessment with the associated IT Service Owner
  • For priority 1 and 2 level Incidents, informing the Major Incident Management team and ensuring that the responsible GOA support team continues to follow the relevant Incident Management processes

For Proactive Problem Management:

  • Following 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
  • Working 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:

  • Following the Policy and Process for Change Management to achieve the following:
  • For all new services or significant changes to existing services, undertaking with the associated IT Service Owners (ITSOs), the Severity Assessment
  • Working with ServiceNow management to ensure new services are included in ServiceNow and have the correct level of Severity as defined by the Severity Assessment
  • Ensuring 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, ensuring that the associated engineering teams produce Deployment and Remediation Plans and ensuring that where possible, these plans have been successfully tested
  • Prior to deployment of a Request for Change, ensuring 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
  • Working with the associated ITSO to check that the current Priority Level for the GOA Service remains accurate, updating as appropriate
  • With the ITSO, identifying the predecessor and successor services and identifying the related ITSOs
  • Performing the Compatibility Assessment and managing any issues that may arise
  • Performing the Contention Assessment
  • Performing Post Implementation reviews for all deployments, assessing and making recommendations for elevation of changes to Standard Change Status

**Requirements**

To be successful in this role, you should have proven experience in Service Management and a strong understanding of IT Service Management best practices.

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