IT Service Management /Associate Director, Tech SME

Job Description

End to end accountability of KYC service management in a high-growth digital environment, exhibiting strong ability to build and implement strategies for solving ambiguous customer-focused problems Full ownership of Technology Service roadmap, managing changes as they arise and keeping stakeholders focused on the agreed change outcomes and benefits Engage relevant stakeholders to maintain visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge when risk appetites are threatened and instigate the incident process when risk appetite is breached. Oversee effectiveness of controls to ensure compliance with HSBC Service Management and Infrastructure Build policies and standards. Ensure an effective engagement process is in place that is demonstrably adding value to all target stakeholders Collaborate 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. Requirements Hands-on experience of Oracle Policy Engine and Policy Authoring. Strong knowledge of Cloud Architectures, APIs and Visualizations tools. Experience and exposure to platform migrations from legacy to Future State Architecture. Strong track record of managing stakeholders across group business, functions and regions including internal and external partners Experience working in relevant environments IT Quality / IT Service Management / IT Infrastructure Delivery Experience in Operation relicense. Creating and maintaining business continuity plans, disaster recovery strategies and incident response protocols Experience in developing, implementing and maintaining control frameworks