Sr.Service Management

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 Regional Service Management Lead

The Regional Service Management Lead within Core Banking is responsible for defining and executing strategies to improve all aspects of Service Management within their time zone and it will have 2 focus areas. To drive the management, governance, and delivery of controls and to guide an incident to its resolution as quickly and as completely as possible. This will be achieved by articulating all requirements in language understood by all in that region.

Principal Accountabilities:

·Support the central Core Banking Service Management function by the interpretation of requirements and the communication of 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. Scrutinise RTB entries in clarity and 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. How do we notify of issues? How do we communicate best? 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

·They should be 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.

***Issued By HSBC Electronic Data Process Mexico Private LTD***