Service Delivery Manager
hace 3 semanas
About the Role
HSBC is seeking an experienced professional to lead, coordinate, and support work in IT service quality management. As a Regional Service Quality Manager (SQM), you will work closely with key stakeholders to define, monitor, and excel against service quality targets for the Enabler Platforms service estate.
Key Responsibilities
- Work closely with Cross Functional teams to drive service quality improvements, reduce incidents, and improve mean time to recover.
- Lead initiatives to improve adherence to IT service controls and service management key control indicators.
- Collaborate with SQM and ITSO communities across Enabler Platforms to drive service quality improvements.
- Work with regional incident and problem management teams to identify control and process failures for remediation.
- Lead internal post-incident reviews and identify improvement actions.
Requirements
- Proven experience in IT Service Management with experience of ITIL principles.
- Strong focus on Incident and Problem management processes and procedures within HSBC.
- Experience of providing post-incident reviews and identifying improvement actions.
- Experience of working on programmes to improve IT service resilience and customer experience.
- Strong analytical skills and ability to deal with complex and technical data.
About HSBC
At HSBC, we offer our colleagues a greater number of days off to enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, and we prioritize well-being, balance, and care.
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