HSBC Group

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. 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 Management Practice Lead

We are looking for a Service Management Practice Lead to join Traded Risk IT and take responsibility for the operational management of our Production Services in the Americas region.  You will manage a team in region and engage with both IT and business teams globally. This is an exciting opportunity to join an established team and make a key contribution.

What you’ll do

·         Lead and develop a highly skilled, multi-disciplinary Traded Risk IT team in the Americas Region

·         Be accountable for Service Management governance across the Traded Risk Production estate

·         Actively participate in the identification and resolution of incidents associated with our IT services, partnering with Engineering & Infrastructure Teams as and when required

·         Act as an escalation point for major Production issues ensuring they are reported, communicated and escalated by following defined processes

·         Be responsible for Release Governance for major changes, change exceptions, emergency changes and Service Protection Periods

·         Ensure the Production environment is compliant with a range of IT and Cyber Security controls

·         Promote, embed and continually improve processes and ways of working focusing on Agile, DevOps and SRE 

·         Build trust-based relationships with key Business and IT stakeholders

·         Partner with Engineering teams located in China, India and Poland

·         Contribute, monitor and report on progress towards shared goals and OKR’s

·         Undertake detailed analysis of Service Management related data to understand themes and to identify areas for improvement

·         Represent Traded Risk IT in Regional Meetings, Working Groups, and Service Management Forums

·         Provide oversight for Fire Drills associated with Incident, Problem and Change Management

What you’ll need to succeed in the role

·         Experience of working in IT in a Service Management Lead role

·         Demonstrate you have a strong understanding of the Service Management disciplines

·         Customer focussed with a commitment to deliver an outstanding service

·         Ability to develop and raise the capability of your team, embed an ethos of continuous learning

·         Excellent decision making, problem solving, analytical and interpersonal skills

·         Excellent communication skills, both written and spoken English

·         Relationship management, collaboration and influencing skills

·         Be detail orientated with the ability to articulate complex issues in a clear, concise and structured manner

·         Excellent understanding of Agile ways of working along with knowledge of DevOps and SRE principles

·         A deep awareness of technology, the ability to think critically about it and applying it to deliver key service management outcomes

·         Flexible and adaptable being able to handle and prioritise competing demands in a fast-paced environment

·         Have a desire to find ways to continually improve the service we deliver

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified personsirrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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.