IT Service Manager

If you're looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you'll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of IT Service Manager.

Role Purpose:

HSBC are committed to transforming the way we work to meet the growing market demand for speed to market, delivery flexibility, and to stay competitive in an increasingly challenging marketplace. In order to facilitate the adoption of this strategy we are looking to recruit an Control M Administrator to join our Digital Business Automation function.

We're looking for a dynamic individual with a strong background of IT Service Manager skills.

The Team

Digital Business Automation (DigiBA) is a global function with over 275 staff in 12 countries.  We are responsible for defining and implementing the strategy for several critical products across the organisation, as well as ensuring their availability, recoverability and security.

This IT Service Manager role will be part of Service Delivery Function within DigiBA and will be accountable to manage 'Scheduling Product' which is a key component of wider product called 'Service Orchestration & Automation'.

Main Activities:

• Availability Management - To ensure that services deliver the agreed levels of availability to meet the needs of customers and users
• IT Asset Management - To plan and manage the full life-cycle of all IT assets, to help the organization maximizing value, controlling costs, managing risks, supporting decision-making about the purchase, reuse or retirement of IT assets and meeting regulatory and contractual requirements.
• Service Configuration Management - To ensure that accurate and reliable information about the configuration of services and the configuration items that support them is available when and where it is needed. This includes information on how configuration items are configured and the relationships between them.
• Service Continuity Management - To ensure that the availability and performance of a service are maintained at sufficient levels in case of a disaster. It provides a framework for building organizational resilience with the capability of producing an effective response that safeguards the interests of key stakeholders and the organizations' reputation, brand and value-creating activities.
• Service Financial Management - To support the organisations' strategies and plans for services management by ensuring that the organisations' financial resources and investments are being used effectively and efficiently.
• Information Security Management (CyberSec and vulnerability) - To protect the information needed by the organisation to conduct its business. This includes understanding and managing risks to the confidentiality, integrity and availability of information, as well as other aspects of information security such as authentication and non-repudiation.
• Measurement & Report - To support good decision-making and continual improvement by decreasing the levels of uncertainty. This is achieved by collecting relevant data on various managed objects and by accessing this data in an appropriate contact. Managed objects may include products, services, practices, service value chain activities, teams, individuals, suppliers, partners, and the organisation as a whole.
• Business Analysis - To analyse a part or the entirety of a business, define its needs and recommend solutions to address these needs and /or solve a business problem. The solution must facilitate value creation for the stakeholders. It enables an organization to communicate its needs in a meaningful way and express the rationale for change.
• Capacity & Performance Management - To ensure that services achieve the agreed and expected levels of performance and satisfy current and future demand in a cost-effective way.
• Change Enablement - To maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed and managing the change schedule.
• Incident Management - To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
• Monitoring & Event Management - To systematically observe services and service components and record and report selected changes of state identified as events. It identifies and prioritizes infrastructure, service, business process and information security events and establishes the appropriate response to those events.
• Problem Management - To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
• Release Management - To make new and changed services and features available for use.
• Service Catalogue Management - To provide a single source of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience.
• Service Design - To design products and services that are fit for purpose, and that can be delivered by the organization and its ecosystem. This includes planning and organizing people, partners and suppliers, information, communication, technology and practices for new or changed products and services, and the interaction between the organization and its customers.
• Service Level Management - To set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored and managed against these targets.
• Service Request Management - To support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.
• Service Validation & Testing - To ensure that new or changed products and services meet defined requirements. The definition of service value is based on input from customers, business objectives and regulatory requirement, and is documented as part of the Design and Transition Service Value Chain activity. These inputs are used to establish measurable quality and performance indicators that support the definition of assurance criteria and testing requirements.
• Vendor Management (Supplier Management) - To ensure that the organisations' suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes closer, more collaborative relationships with key suppliers to uncover and realise new value and reduce the risk of failure.

Qualifications Required:

• Over 5 years of relevant experience as an IT Service Manager.
• Knowledge of Project Management, Business Analysis, and / or Software Development Lifecycle - ideally in an Agile / Scrum environment.
• Experience on ITIL and Agile methodologies.
• Ability to positively influence, engage and collaborate with stakeholders at all levels, including high value customers, suppliers / vendors, and other internal Product teams.
• Comfortable with ambiguity, shifting priorities, and being outside of comfort zone.
• Excellent communication skills.
• Customer engagement and stakeholder management skills working in different time zones
• Key Metrics reporting & Project Management Skills
• Good Analytical and Problem-solving skills.
• Good Technical Documentation skills.
• Jira Service Desk and Confluence experience

Lenguage Level:

• English level – Advanced English proficiency C1.

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Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully 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, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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