HSBC Group

Role purpose 

This Cybersecurity Service Manager role  is responsible for operating as part of a global/local team within the Cybersecurity organisation, to analyse and implement activities around Service Management Practices not limited to Service catalogue management, Service request management, Service design, Continual improvement, Service validation and testing, Service level management, Service financial management, Measurement and reporting, Knowledge manage

Principal Accountabilities and Responsibilities

·       Complete Service catalogue gap closures and seek sign-off from the stakeholder(s). Own & manage as ‘BAU’ for future changes.

·       Create Service management backlogs requirements/workbook (new / enhancements to existing services) for required deliverables provided by the Service Line.

·       Own service management backlog, govern progress to ensure appropriate traction on remediation

·       Agree benefit scoring estimates with accountable service provider when onboarding/optimization item is both added to the Service Management Plans and during design stage prior to implementation

·       Assess services on a ‘end to end’ basis using prescribed methodology  i.e. from request to service fulfilment to maximise optimization opportunities

·       Create roadmap of 90 / 180 day service plans for respective Service Line deliverables and transition that into a formal plan depicting the true status of each deliverables.

·       Work with the respective Service Line leads in delivering the outcomes, check for improvements/enhancements and deliver them accordingly

·       Transition of services from backlog items to Service Now. Accountable for the end to end deliverable plan

·       Benefits realized discussed and agreed with Service owners, added to the SM Plans 

·       Design new service work-flows, enhancements, UAT Coordination and Business Readiness process flows and implement them for Service Line deliverables.

·       Seek required approval from Design Authority for any changes to services that meet criteria

·       Cybersecurity Service Performance & Finance  maintained, tracked and reviewed with the Service Line & Finance teams with regular reports issued throughout the year and ensure appropriate traction on remediation.

·       Define, document, agree, monitor, measure, report and review the level of services provided. Ensure that specific and measurable targets are developed for all services. Deliver the Service metrics for aligned business & regions.

·       Implementation of Demand management & Capacity planning process for service lines

Proactively identify problem and resolve, make decisions based on sound, rational judgment and stakeholder needs

·       Own and analyse customer requirements, feedback & issues and look at effectively completing them. Strive to deliver outstanding customer service and drive to achieve/improve exceptional customer loyalty, satisfaction.

·       Identify service work-flow changes from cyber function and other integration Items, including their attributes and relationships for implementation & communication to stake holders.

·       Operate as part of a global team and responsible for delivery of cyber security services.

Leadership & Teamwork 

·        Develop and communicate a clear vision for the teams that are aligned to the overall HSBC & Cybersecurity vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centered culture.

·       Set goals/objectives, share best practice and manage, monitor, coach and develop leaders/team members and others to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience.

·       Lead and encourage constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and taking prompt action to address any activities and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.

Functional Knowledge

·       Excellent knowledge on Service Management Practices mainly Service Design, Service Transition

·       Expert on project management, DevSecOps. Risk management,

·       Development methodologies like SDLC, Safe AGILE etc.

·       Expert in operations management from design to implementation