Service Management

Job description

Job description

The Service Level Management specialist is responsible for ensuring standardised methods and procedures are followed to create, maintain and demise Operational Level Agreements for Technology Services hosted in LAM region and provide support to drive Service Level Management best practices and their adoption helping to ensure that each Technology service meets expected service levels.

Working in collaboration with our colleagues in the cross functional technology teams, Global Businesses and Global Functions, the Service Level Specialist ensures all disruptive incidents have a business impact documented.

·  Rol and Resposabilities:  
·  Responsible for governance, oversight and maintenance of the Technology Services hosted in LAM region and conducts periodic checks and reviews to ensure consistency and accuracy in the Operational Level Agreements
·  Ensuring HSBC best practice is followed during all phases of the product lifecycle (with significant focus on the run phase).
·  Monitor the enforcement of appropriate procedures and controls and their ongoing effectiveness to ensure full adherence to Group, legal and regulatory requirements across LAM Region.
·  Provide subject matter expertise, specialist knowledge and consultancy to Service Management Disciplines, and support to Service Quality Managers and GBs/GFs in the promotion & adoption of SLM best practice
·  Monitor ongoing effectiveness of the controls, KPI’s and KCI’s.
·  Ensure compliance with all regulatory policies and Audits
·    Principal Accountabilities:
·    Collaborate with Service Management Disciplines and practitioners to promote Service Management best practice and adoption.  

Requirements

Knowledge & Experience / Qualifications

·  Bachelor Degree: Engineering, Systems or related
·  Experience in Service Level Management role
·  Strong English speaking and writing (100%) MUST
·  Strong knowledge and capability for data analytics (MUST)
·  Ability to build long-term relationships with all stakeholders (employees, peers, etc.)
·  Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at senior levels within the organization
·  Ability to operate effectively in a globally-matrixed organization
·  Experience in ITIL processes (Certification is desirable)

Skills:

·  Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing
·  Promote sharing of best-practices whilst adopting a collaborative management approach to enhance employee engagement.
·  Strong team-playing ability and being a positive cultural catalyst within the organization