Associate Director, Software Engineering

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 Service Quality Manager. Key Responsibilities: Manage / Lead a Service Quality team for Connectivity within CTOi organization. Be responsible in providing the MI Data, Metrics, Dashboards for incident, Problem & Change. Work with the platform teams to enable Connectivity to meet all our KCI s, MTTR and SLA targets using data trend analysis. Be responsible to chair weekly CABs, Quality retro s etc. Participating in Continuous Improvements projects as required. Be responsible to provide required information related to service quality Statistics during audits. Be the point of contact for CTOi Service management team and represent connectivity in service management forums. Requirements To be successful in this role, you should meet the following requirements: Strong experience in ServiceNow, Excel and other reporting tools Strong experience in leading service quality environment and associated activities (Not necessarily in IT environment) to move Connectivity forward. Knowledge on Industry practices related to service quality Experience in managing team and guide them appropriately Experience dealing with senior management & cross functional teams. 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.