Connect Service Management Lead

HSBC; Greater London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading global bank in London is looking for a Connect Service Management Lead to enhance IT Service Management within DevOps teams. Candidates should have experience in Service Management processes, IT quality, and agile methodologies. This role emphasizes stakeholder engagement, compliance, and process improvement, alongside a commitment to diversity and inclusion at the workplace.

Benefits

Private healthcare

Enhanced maternity and adoption pay

Contributory pension scheme

Qualifications

• Experience of ownership or execution of Service Management Processes.
• Experience in IT Quality/Service Management/Infrastructure Delivery.
• Experience with agile methodologies and Mode 2 IT.

Responsibilities

• Engage stakeholders to maintain service availability and operability metrics.
• Lead the Service Quality Management function.
• Oversee effectiveness of controls for compliance with policies.
• Ensure effective engagement processes are in place.
• Collaborate with DevOps teams to improve Service Management processes.

Skills

Service Management Processes

IT Quality

Agile methodologies

IT Infrastructure Delivery

Job description

Connect Service Management Lead

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 Connect Service Management Lead .

The Connect Service Management Lead goal is to embed IT Service Management disciplines into the day to day activities of the DevOps teams. Success is measured by delivering 100% availability of service and no repeat incidents. The Service Quality Manager role will ensure HSBC best practice is followed during all phases of the product lifecycle with significant focus on the run phase. This will increase the likelihood of products being designed and built which can effectively operate / run, will drive adherence to operability standards and controls such as evergreening, and will drive a proactive approach to Continual Service Improvement. This role also acts a conduit to the Service Management Practice as a whole from the DevOps team and will ensure that operability requirements are given appropriate focus throughout the development and operations lifecycle.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

• Engage all relevant stakeholders (CIOs, Service Management Practice Head, Infrastructure Management Head etc.) to maintain visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached.
• Lead the Service Quality Management function.
• 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.
• Ensure close coordination with the Service Management Practice Process Leads so that their process execution remains fully aligned to the rest of the organisation.
• 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.

To be successful in this role you should meet the following requirements:

• Experience of ownership, Subject Matter Expertise or execution of one or more Service Management Processes.
• Experience working in relevant environment/s – IT Quality / IT Service Management / IT Infrastructure Delivery (Operations) or an Application Development Team.
• Experience working within agile methodologies and Mode 2 IT.
• Experience of IT architecture and its importance within the Enterprise.

This role is based in London.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

Ifyouhaveaneedthatrequiresaccommodationsor changes duringtherecruitmentprocess, please get in touch with our Recruitment Helpdesk:

Telephone: [phone]