Service Quality Manager/Lead Consultant Specialist

Job description

Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 Lead Consultant Specialist

In this role, you will:

·  The change manager role will report to the Service Quality Manager.  Work with the change manager to drive continuous improvement in the change management processes.
·  Drive adoption of change templates to reduce change variance.
·  Investigate and analyze Incidents to identify underlying problems and their root causes.  Conduct root cause analysis.
·  Assign problem tickets and tasks to appropriate subject matter experts.  Track/drive to resolution.
·  Promote a culture of continuous improvement by implementing best practices, conducting post-incident reviews, and driving initiatives to enhance the overall problem management process and reduce the impact of future incidents.
·  Maintain knowledge base of Incidents to enable future resolution.
·  Track and report on metrics for key areas including.
·  Change status (success / failures including root cause)
·  Incidents
·  Service performance and usage metrics
·  Problem resolution
·  Serve as a primary point of contact for service quality-related matters, collaborating with business units, senior management, and external stakeholders as necessary.
·  Prepare and present reports on service quality performance, highlighting achievements, challenges, and improvement opportunities.
·  Communicate effectively to drive awareness and accountability for service quality standards across the organization.

Requirements

To be successful in this role, you should meet the following requirements:

·  Bachelor’s degree in Computer Science, Information Technology, or related field.
·  Proven experience in IT Service Quality Management or a similar role, preferably in a large organization.
·  Strong understanding of ITIL framework and best practices related to Service Quality Management
·  Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
·  Analytical mindset with the ability to assess complex situations, identify risks, and develop appropriate solutions.
·  Project management skills, including the ability to prioritize tasks, manage resources, and meet deadlines.
·  Certification in ITIL or related disciplines is desirable.
·  Experience with SQM tools and software is a plus.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India