Service Management Lead

-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 of **Service Management Lead****Service Management Lead** aims to ensure highly resilient technology is operating within the parameters required by a consuming entities. The role will require building close working relationships with platform teams internally to Global Operations & Automation, but also equivalent GB/GF teams inclusive of CTO Service Management. Key Accuntabilities / Responsibilities of the role are:- Responsible for the operational management of the function / discipline with a regional or global remit- Manage and oversee the development / implementation of policies, standard operating procedures and strategy- Collaborate within / across GB/GFs and regions to deliver collective goals in line with the Service Management strategies and priorities- Drive the maturity, implementation and adoption of Service Management discipline best practice- Ensure governance is in place to cover operational process, workflows and service provision- Ensure controls are monitored, met, matured and are fit for purpose- Identify, plan, execute and measure process interventions- Prepare and present Management Information at performance and governance forumsThis role will carry out some or all of the following activities:Follow the Policy and Processes for Incident Management to achieve the following:- The execution of the Incident Management processes has been delegated to the Regional Service Manager (RSM). It is the role of the RSM to ensure that the Platform teams delivery Incident, Problem and Change Management processes.- Ensure all engineering teams are trained in the use of the Policy and Processes associated with Incident Management.- Work with ServiceNow to ensure that GOA services are linked to the correct referral groups.- Work with ServiceNow to have in place the correct workflows to manage the 3 levels of Incident Management required by the GOA Incident Management processes.- Work 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, ensure that the Severity of the Incident is known, where there is any doubt, perform the Severity Assessment with the associated IT Service Owner.- For priority 1 and 2 level Incidents, inform the Major Incident Management team and ensure that the responsible GOA support team continues to follow the relevant Incident Management processes.For Proactive Problem Management:- Follow 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.- Work with other process areas such as Demand, Capacity, and Availability to ensure these processes areas do not lead to Incidents in GOA services.Change ManagementFollow the Policy and Process for Change Management to achieve the following:- For all new services or significant changes to existing services, undertake with the associated IT Service Owners (ITSOs), the Severity Assessment. Work with ServiceNow management to ensure new services are included in ServiceNow and have the correct level of Severity as define by the Severity Assessment.- Ensure 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, ensure that the associated engineering teams produce Deployment and Remediation Plans and ensure that where possible, these plans have been successfully tested.- Prior to deployment of a Request for Change, ensure 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.- Work with the associated ITSO to check that the current Priority Level for the GOA Service remains accurate, update as appropriate. With the ITSO, Identify the predecessor and successor services and identify the related ITSOs. Perform the Compatibility Assessment and manage any issues that may arise.- Perform the Contention Assessment.- Perform Post Implementation reviews for all deployments, assess and make recommendations for elevation of changes to Standard Change Status.Requirements- To be successful in this role you should have proven experien