Service Excellence & TRCB Lead

HSBC Global Services Limited; Sheffield; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

HSBC Global Services Limited is seeking a professional for an IT role focusing on Oracle Fusion technologies in Sheffield. The position involves enhancing service excellence, driving operational resilience, and developing strategic KPIs in collaboration with various teams. This role offers hybrid working, competitive pay, and is part of a diverse, inclusive workplace.

Benefits

Private healthcare

Enhanced maternity and adoption pay

Contributory pension scheme

Qualifications

• Experience managing complex deliverables and driving strategic requirements to production.
• Understanding of ERP systems, especially Oracle Fusion.
• Proven experience in IT Service Management environments.

Responsibilities

• Work closely with Fusion IT Service Owner and operational teams to improve Oracle Fusion technology resilience.
• Support the development of KPI reports to enhance support processes.
• Attend and chair service management forums to drive strategy.

Skills

Risk management

Continuous Service Improvement

IT Service Management

Tools

Oracle Fusion

Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfill 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.

Technology teams in the UK work closely with our global businesses to help design and build digital services that allow our millions of customers around the world to bank quickly, simply, and securely. They also run and manage our IT infrastructure, data centers, and core banking systems that power the world’s leading international bank. Our multi-disciplined teams include DevOps Engineers, IT Architects, Front and Back End Developers, Infrastructure Specialists, Cyber Experts, as well as Project and Programme Managers.

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, support when you return to work, and a contributory pension scheme with a generous employer contribution.

Enterprise Technology is responsible for designing, building, and maintaining systems owned by Group Functions (Risk, Compliance, Finance, Core Banking, Corporate Functions, and Deputy COO). The organization comprises over 8,000 people across 14 countries, supporting over 3,000 applications.

The Service Excellence & Technology Risk and Control Book (TRCB) lead for Oracle Fusion technologies VSATT will drive service excellence by supporting operational resilience initiatives, ensuring adherence and improvement regarding GCIO DORA metrics, and enhancing the technology risk and control book of work to maintain compliance. The role involves supporting key initiatives across the Fusion technology estate to evolve and improve support practices and engagement with users.

The ideal candidate should be experienced in the run-the-bank (RTB) side of cloud technology, either managing or operating within a team, with prior knowledge of operational resilience and technology risk and control strategies, and a proven ability to execute these strategies.

In this role, you will:

• Work closely with the Fusion IT Service Owner, engineering PODs, and wider operational teams to drive service excellence and improve Oracle Fusion technology resilience.
• Support the development of KPI reports to measure and improve support processes and operating models.
• Communicate effectively, both written and verbal, to present management information from dashboards, town halls, and stakeholder presentations.
• Attend and chair service management forums, collaborating with teams and external cloud partners to drive strategy.
• Manage multiple activities to deliver effective service to stakeholders within fixed timelines.
• Promote continuous improvement across work practices and tooling.

To succeed in this role, you should meet the following requirements:

• Experience managing complex deliverables and driving strategic requirements to production.
• Understanding of ERP systems, especially Oracle Fusion.
• Proven experience in IT Service Management environments.
• Knowledge of risk management and control processes.
• Experience in Continuous Service Improvement.

This role is based in Sheffield and offers hybrid working.

At HSBC, we value diversity and inclusion and are committed to creating a workplace where everyone can thrive. We are a Disability Confident Leader and welcome candidates with disabilities, long-term conditions, or neurodivergence who meet the role's minimum criteria. If you need accommodations during the recruitment process, please contact our Recruitment Helpdesk at [e-mail] or call [phone].