HSBC Group

Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.

-People responsibility: N

-Report to: Chief Information Officer

The VP IT Quality is responsible to work with the business and IT teams to implement a programme to consistently record, monitor and report IT delivery of business services and overall quality planning, coordination and delivery of efficient service in line with regional quality objectives. To drive the IT Service Quality Management function by applying the current IT service management (Incident, Problem and Change Management) disciplines to all IT service providers including offshore teams and key external vendors. The job holder needs to work with region Quality to implement quality improvement programs to consistently record, monitor and report IT’s delivery of business services. Ensure a risk based approach is applied to ensure a high level of rigor is applied to higher risk changes or incidents.

In addition to the responsibilities outlined above, the role will also support IT risk and control management, including IT risk assessment and management, compliance management, audit activity support, interpretation of regulations, training and awareness, with the collaboration with IT teams.

Principal Accountabilities

,Impact on the Business

-Enhanced Service Quality: The role oversight ensures that IT services consistently meet high-quality standards, reducing service disruptions and improving customer satisfaction. This positively impacts the business by maintaining a reliable and efficient IT infrastructure that supports critical operations.

-Risk Mitigation: By actively managing IT risks and implementing control measures, this role helps safeguard the business against potential disruptions and security breaches. The proactive identification and mitigation of risks contribute to business continuity and protect the organization's reputation.

-Regulatory Compliance: The role ensures that the IT department remains compliant with relevant regulations and industry standards. This compliance reduces legal and regulatory risks, potential fines, and reputational damage, promoting trust among stakeholders and customers.

-Operational Efficiency: Through quality planning and continuous improvement initiatives, the role enhances the efficiency of IT service delivery. This leads to cost savings, streamlined operations, and more effective resource utilization, ultimately benefiting the business's bottom line. 

Customers / Stakeholders

-Improved Service Reliability: Stakeholders, including employees, customers, and partners, experience more reliable IT services with fewer disruptions. This enhanced service reliability leads to increased productivity, reduced downtime, and a smoother user experience.

-Enhanced Data Security: Stakeholders' sensitive data and information are better protected through rigorous risk management and control measures. This fosters trust and confidence in the organization's ability to safeguard their data, contributing to a positive relationship with customers and partners.

-Compliance Assurance: Stakeholders are assured that the organization adheres to relevant regulations and industry standards, reducing legal and compliance-related risks. This assurance can lead to better business relationships and partnerships, as stakeholders trust that the organization operates within legal boundaries.

-Effective Issue Resolution: When IT service quality issues arise, stakeholders benefit from a well-defined incident response plan, which ensures that problems are addressed promptly and efficiently. This quick and effective issue resolution minimizes disruptions and frustration among stakeholders. 

Leadership & Teamwork

-Leadership Alignment: The role promotes alignment between IT leadership and business leadership by ensuring that IT services are in sync with business objectives. This alignment enhances decision-making and strategic planning, fostering a more cohesive leadership structure.

-Cross-Functional Collaboration: The role encourages teamwork and collaboration across different departments and teams. It promotes a shared commitment to quality and risk management, breaking down silos and improving overall organizational cohesion.

-Risk-Aware Culture: It fosters a culture of risk awareness and proactive risk management. Leadership and teams become more conscious of potential risks, making them better equipped to identify and address issues promptly, thus strengthening the overall risk-aware culture.

-Continuous Improvement: Through quality planning and driving continuous improvement initiatives, this role empowers leadership and teams to focus on enhancing their processes. The shared commitment to improvement can boost morale and motivation, as employees see their efforts result in positive changes.

Operational Effectiveness & Control

-Operational Efficiency: The role enhances operational effectiveness by optimizing IT service delivery processes. This results in streamlined workflows, reduced redundancies, and improved resource allocation, ultimately leading to cost savings and increased operational efficiency.

-Risk Mitigation: Through rigorous risk assessment and control measures, the role minimizes the impact of IT-related risks on operational effectiveness. It helps prevent disruptions and security incidents that could hamper day-to-day operations.

-Compliance Assurance: The role ensures that IT operations remain compliant with relevant regulations and industry standards. This compliance reduces legal and regulatory risks, providing better control over the organization's operations.

-Issue Resolution: The role facilitates effective issue resolution by establishing incident response plans. This means that when operational issues or IT service disruptions occur, there are well-defined processes in place to address them swiftly, minimizing their impact on operations.

-A bachelor's degree in a relevant field such as information technology, computer science, business, or a related discipline is often a minimum requirement.

-Strong knowledge of IT service management frameworks such as ITIL (Information Technology Infrastructure Library) and a deep understanding of incident, problem, and change management processes.

-Proficiency in risk assessment, risk mitigation, and risk control, including experience with identifying and managing IT-related risks.

-A good grasp of relevant regulations and industry standards related to IT and data security.

-A deep understanding of quality management principles and the ability to implement quality improvement programs within IT.

-Knowledge of information security best practices and the ability to develop and maintain robust data security measures.

-Experience in managing audit processes and ensuring compliance with relevant regulations, including the ability to address audit findings effectively.

-Familiarity with incident response and crisis management, including the ability to respond effectively to IT service disruptions or security incidents.