Job Description

Job descriptionSome careers shine brighter than others.If youre 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 Delivery Head.In this role, you will

• The role holder will lead service recovery of incidents of any threat level, facilitating both technical and business calls with key teams and stakeholders.
• Restore normal service as quickly as possible and minimize the adverse impact to the business.
• Recover Technology systems and services in accordance with business/Technology service level agreements in conjunction with technical support teams and in line with global incident management processes.
• Build and maintain effective working relationships with Technology colleagues and business partners.
• Engaging all relevant stakeholders (CIOs, Service Management Practice Head, 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.
• Acting as a conduit to the Service Management Practice as a whole from the Technology team and ensuring that operability requirements are given appropriate focus throughout the development and operations lifecycle.
• Overseeing effectiveness of controls to ensure compliance with HSBC Service Management and Infrastructure Build policies and standards.
• Ensuring an effective engagement process is in place that is demonstrably adding value to all target stakeholders.
• Ensuring close co-ordination with the Service Management Practice Process Leads so that their process execution remains fully aligned to the rest of the organization.
• Collaborating across DevOps teams to ensure consistency, and continuously improve Service Management Process execution.
• Provide guidance and help to DevOps teams in relation to Service Management Processes to balance speed to market against operability, stability, and availability.

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

• Minimum 8 years of total experience is required.
• Up to date knowledge and practical experience of IT Service Quality Manager
• Strong track record in doing IT Service Quality Manager role for multiple complex systems
• Extensive experience in managing business and IT stakeholders
• Experience of managing Third Party and Messaging systems
• Strong technical knowledge of Cloud, Operating system, and Middleware
• Passion for technology and understanding how things work, actively keeps themselves up to date
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively, and winning over audiences with compelling and persuasive presentations
• Built effective networks both internally and externally and created opportunities for others to work collaboratively
• Ability to work across geographies, understanding the diversity and bringing people together
• Proactive approach in driving actions forward
• Ability to challenge decisions appropriately
• Experience in leading IT FIM Controls
• Experience in leading Service Resiliency and Problem Management
• Strong knowledge and experience in Incident and Release Management

Youll achieve more when you join HSBC.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

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