HSBC Job Vacancies – WPB UK Service Manager

Job Description:

The Service Management team has a crucial role in ensuring our technology services meet the defined Service Level Agreements and operate within the agreed standards, framework and budgetary targets. This role is for the Service management of WPB UK and be a part of the WPB UK CIO organization reporting directly into the WPB UK CIO. The role holder will be accountable for setting up and driving a centralised best in class service management practice for all the services across brands within the WPB UK estate. The role holder will be a single point of contact for UK WPB, across all brands [Red, M&S and FD], accountable for incident management, problem management, change management operational resilience for all the WPB services owned and consumed in UK . This role will need to ensure adequate communication and engagement with key business and Technology stakeholders on every aspect of service management and produce the relevant MIs periodically to demonsrtate the status of WPB UK services.

Job Responsibilities:

• Establish and maintain world class governance and control across the various IT Service Management functions to achieve the goal of high service availability and reliability across the WPB UK services, demonstrating improvements and ongoing status through structured MI and reporting.
• Effective relationship management skills across a range of different stakeholders including business lines, internal and external technology teams as well as HSBC infrastructure groups. Should be able to work in a matrix organization and navigate through issues and conflicts swiftly.
• Build a culture of continual improvement to ensure better service performance.
• Should have a good working knowledge of WPB and the impact of IT services upon business continuity, customer and colleague impact.
• Responsible for defining org structure in WPB UK for service governance (for all brands including FD and M&S), defining shift patterns and ensuring appropriate availability of support teams to cover 24X7
• Ensure all service issues and risks are recorded and they are closed within agreed timelines. Represent IT for any audit or risk review activity providing information to Compliance, Internal and External Auditors. Provide support to all Audit related requirements and timely closure of any actions related to Service Management.
• Accountable for representing WPB UK CIO in MEC and MIG calls, business led IMT, Provide the required information to the person(s) accountable for regulator reporting, Provide Exec level summaries for SMR reporting.
• Lead the PIR/MIR with an intent to restore services swiftly. Work with service owners and problem management teams to critically review incidents and come up with actions to prevent future recurrence. Ensure read across of post incident learnings. Drive closure of repeat incidents.
• Engaging all relevant stakeholders (CIOs, Business stakeholders, Infrastructure Management Head etc.) to maintain visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached
• Accountable for swift incident response and service restoration, with succint and timely communication to the key WPB tech and business stakeholders, responding to the IMT calls, driving MEC calls with an ability to co-ordinate with virtual teams conducting recovery actions. This role will work with the support teams and ITSO’s for all owned and consumed services to drive service quality and effective SRE practice.
• Oversight of role swap, timely patching of services, risk and control issues, evergreening of services are remediated working with the respective ITSO’s and owners to ensure minimal impact to services. Accountable for tracking and management of patching following vulnerability scans.
• Ensure all service issues and risks are recorded and they are closed within agreed timelines.
• Accountable for Problem Management, driving closure of repeat incidents, ensuring all service issues and risks are recorded and they are closed within agreed timelines, demonstrating reduction in incidents year on year.
• Act as senior recovery manager for the DevOps teams. Act as a real time service recovery escalation point for the DevOps Teams / Pods, complementing the role of incident manager.
• Ensures that the DevOps Teams own and resolves Incident and remediate root cause as appropriate.
• Regularly interface with the Executive Management team to provide updates on service recovery and Incident Management strategy. Support the Control Effectiveness rating for the Incident Management controls and Problem Management controls.

Job Requirements:

• Ability to think creatively to drive innovative solutions and ability to multi-task.
• Strong interpersonal skills, Good technical, problem solving, lateral thinking, planning and ability to build and maintain relationships.
• Strong experience within IT in a large geographically dispersed organization, with experience of leading individuals within a matrix across multiple geographies.
• Ability to think creatively to drive innovative solutions
• Accountability to own service Quality reviews for UK, working closely with ITSO’s to drive service resilience and improve Service Uptime, either through SIP or drive investment with platform upgrades, installation of self-healing and better monitoring capabilities.
• Role will have global responsibility, often supporting multiple Global Businesses, due to the shared usage of many services and will be responsible for over 1500 services consumed in UK, with circa 45 services owned by UK.
• Accountable for driving change quality and DR controls as well for UK.
• Strong decision maker and proactive self-starter with excellent communication and negotiation skills. Proven analytical skills & ability to deal with complex & technical pressure situations.
• Demonstrable experience of ownership, Subject Matter Expertise or execution of one or more Service Management Processes.

Job Details:

Company: HSBC

Vacancy Type:  Full Time

Job Location: Leeds, England, UK

Application Deadline: N/A

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