Associate Director, Service Management

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 Associate Director, Service Management 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. Act as a real time service recovery escalation point for IWPB UK DevOps Teams, complementing the role of Service Manager. Identify threats to availability and bring about prompt escalations as appropriate. Ensure communications are articulated in a way that the risk is clearly defined. Overseeing effectiveness of controls to ensure compliance with HSBC Service Management and Infrastructure Build policies and standards. Ensure that minimum operating standards, data and process standards are followed to align to the Controls KCIs. Producing Service Management metrics and reports Drive improvement of overall Service Health by seeking to minimize technical debt - driving incident response, root cause analysis and remediation. Ensure appropriate monitoring and alerting is implemented to identify error conditions and support the provision of the availability levels required by Requirements To be successful in this role, you should meet the following requirements: Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management. Good technical, problem solving, lateral thinking skills with the ability to think creatively to drive innovative solutions and to multi-task effectively. Experience with ALM tooling such as App Dynamics and Splunk. 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 of work with global and diverse teams. Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g. Jira Service Desk. A flexible & committed approach, a willingness to work outside of core hours. Domain knowledge of IWPB products and journeys is desirable but not essential. Strong communication and interpersonal skills 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.