GOA Regional Service Management

Job description

Job description

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organizations 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 GOA Regional Service Management, this role is responsable of ensuring 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.  

Principal accountabilities:

·  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 forums
·  Interface with internal and external auditors
·  Support peers across Service Management to deliver functional goals in line with Technology strategy and priorities
·  Lead and develop resources and functional team/s, ensuring the resources have the appropriate capabilities, skills and knowledge via training and other materials to deliver goals and objectives
·  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.

· 
Assess the solution to every Incident and determine if it guarantees that the Incident will not be repeated. 

· 
For any solution that does not guarantee that the Incident will not be repeated, manage the identification of the Root Cause.

Requirements

To be successful in this role you should have proven experience within the Technology sector with knowledge of the following skills:

·  To be successful in this role you should have proven experience within the Technology sector with knowledge of the following skills:
·  As a minimum, be qualified to ITIL V3 Foundation Level
·  As a minimum, have 2 years’ experience delivering the management of Incidents, Problems and Changes following ITIL aligned processes.
·  Skilled decision-maker – considered and timely especially when under pressure.
·  Able to delegate effectively where necessary.
·  Have a track record in driving support teams to follow documented Incident Management processes and achieve Service Levels
·  Have a track record of performing Root Cause Analysis and identifying root cause.
·  Have a track record in reducing Incidents following the deployment of Changes. 
·  Ability to adopt a tailored and effective communication style to varying levels of management up to and including executive management
·  Ability to build relationships by communicating, influencing and negotiating effectively with business heads, senior managers, third party consultants, technical experts across the whole department and business users.
·  Ability to distil complex and varied data into information.
·  Ability to distil complex and varied data into information.
·  Attention to detail and ability to ensure that information is captured in a timely manner.
·  Ability to work with minimal supervision and to contribute to a larger team; and a flexible approach to working hours and responsibilities
·  Strong interpersonal skills, coupled with the ability to succeed within a matrix management structure and build and maintain global team relationships