IT Service Manager

-Job descriptionIf 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 **IT Service Manager**

**Role Purpose**:
**Overview**

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. To facilitate the adoption of this strategy we are looking to recruit an Oracle 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.
- 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 event and establishes the appropriate response to those events.
- Problem Management - To reduce the likelihood and impact of incidents by identifying actual and potential causes o