Job description
Some careers have more impact than others. If youre looking for a career where you can make a real impression, join HSBC and discover how valued youll be. 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 Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.
We are currently seeking a high calibre professional to join our team as a
Chief IT Service Officer.
Principal Responsibilities - 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
- Providing robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached
- Provide guidance and help to DevOps teams in relation to Service Management Processes to balance speed to market against operability, stability, and availability of the services owned
- Working with cross-functional teams to support best practice incident and problem management, change and release management, monitoring, logging, and alerting for both production and non-production environments
- Producing Service Management metrics and reports
- Assisting cross-functional teams with problem management and retrospectives
- Ensuring effective end-to-end service delivery of services through day-to-day interaction with established IT and Product teams
- Including managing the relationship with dependent systems
- Building and maintaining great working relationships across all internal and external stakeholders
- Identify any necessary changes to the contingency / resilience requirements during the life on a service
- Managing the demise of any components or services that are no longer required
- Review business satisfaction levels with the Business and Markets
- Driving incident resolution - technology or process, across technology teams, stakeholders and management where required
- Identify and promote opportunities for performance tuning, improving operational integrity or reducing costs
- Maintain awareness of operational risk and minimize the likelihood of it occurring Evidence the activity undertaken to maintain effective control and keep production safe
- Be a key decision maker and point of escalation where required
- Provide a holistic view of effort to execute activities designed via IT FIM Risk & Control Library
- Navigate Risk & Control Framework (with help of Risk & Control Officers)
- Identify and document risks for End-to-End Service/Application, discuss risks with Business Partners, receive acknowledgement or acceptance of the intended remediation plans
- Discuss prioritizing of and funding for (w. applicable) ITSO Workload with Business Partners, POD Team members, Line Managers, Service Line leads
- Establish a culture of maintaining effective control of E2E systems, through inclusive & supportive collaboration, informative learning, accessible tooling using trustworthy data and engineering excellence
- Raise the bar on ways of working and recognition of the true value of the ITSO Role, with the ITSO retaining accountability and having the capability to share the responsibility with POD Team members
Requirements
- 20+ years experience in working in technology, with diverse teams and leading large global services with a matrix environment, utilizing virtual teams
- The ideal candidate will have a deep understanding of at least one of the following areas of Service Management, (service recovery, incident, and problem management, change and release management, service transition), combined with an understanding of DevOps
- Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
- A proven track-record of developing and delivering service improvements
- Proven and extensive experience of service management & application production support with knowledge of service recovery, incident, and problem management
- Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Jira Service Desk, etc
- Relevant product knowledge including customer facing applications, services, or infrastructure its hosted on Role relevant qualifications, i.e.ITIL, Service Management qualifications are desirable but not essential
- Past working experience in a relevant role, i.e. Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management is desirable but not essential
- Strong communication and interpersonal skills to develop relationships across the business, stakeholders and technical teams
- Strong decision maker and proactive self-starter
- Excellent negotiation skills
- Proven analytical skills & ability to deal with complex & technical data
Youll 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 The Hongkong and Shanghai Banking Corporation Limited.