Big Bank Funding. FinTech Thinking.

Our technology teams in the UK work closely with HSBC’s global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply and securely. We also run and manage our IT infrastructure, data centres 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. 

We work in small, agile DevOps teams with colleagues around the world.

Following extensive investment across our Technology and Digital domains, we are currently seeking an experienced Service Manager join HSBC Technology.

The Service Management team has a crucial role in ensuring our technology services meet the defined Service Level Agreements and operate within the agreed standards, framework and budgetary targets. This role is for the Service management of WPB UK and be a part of the WPB UK CIO organization reporting directly into the WPB UK CIO. The role holder will be accountable for setting up and driving a centralised best in class service management  practice for all the services across brands within the WPB UK estate. The role holder will be a single point of contact  for UK WPB, across all brands [Red, M&S and FD], accountable for incident management, problem management, change management operational resilience for all the WPB services owned and consumed in UK . This role will need to ensure adequate communication and engagement with key business and Technology stakeholders on every aspect of service management and produce the relevant MIs periodically to demonsrtate the status of WPB UK services.

The role holder will be responsible to ensure incidents & problems are managed effectively, responded to and accurately documented within reporting systems, and that implementation of corrective and/or preventative action is coordinated. Will be responsible to assess business impacts of incidents across various brands and businesses and managing communications during the pressure situations of resolving incidents. Providing regular updates to the business stakeholders, updates in the Exco level MEC calls as well as providing appropriate information for any regulator communications. 

The Service manager will be responsible to embed IT Service Management disciplines into the day to day activities of the DevOps teams, with the aim of delivering 100% availability of services and no repeat incidents, achieved by driving a proactive approach to Continual Service Improvement. This role will own a regular service review cadence with the key business and IT stakeholders whilst also provide oversight to any issues with the control effectiveness, security and patching of the WPB UK estate to ensure service impacts are proactively managed. The Service Manager is charged with protecting the HSBC brand, shareholder value, information assets and financial assets.

What you will be doing;

• Accountable for swift incident response and service restoration, with succint and timely communication to the key WPB tech and business stakeholders, responding to the IMT calls, driving MEC calls with an ability to co-ordinate with virtual teams conducting recovery actions. This role will work with the support teams and ITSO’s for all owned and consumed services to drive service quality and effective SRE practice.
• Should have a good working knowledge of WPB and the impact of IT services upon business continuity, customer and colleague impact. Responsible for defining org structure in WPB UK for service governance (for all brands including FD and M&S), defining shift patterns and ensuring appropriate availability of support teams to cover 24X7
• Engaging all relevant stakeholders (CIOs, Business stakeholders, 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
• Accountable for representing WPB UK CIO in MEC and MIG calls, business led IMT, Provide the required information to the person(s) accountable for regulator reporting, Provide Exec level summaries for SMR reporting.

•  Accountable for Problem Management, driving closure of repeat incidents, ensuring all service issues and risks are recorded and they are closed within agreed timelines, demonstrating reduction in incidents year on year.

• Ensure all service issues and risks are recorded and they are closed within agreed timelines.

•  Oversight of role swap, timely patching of services, risk and control issues, evergreening of services are remediated working with the respective ITSO’s and owners to ensure minimal impact to services. Accountable for tracking and management of patching following vulnerability scans.

• Establish and maintain world class governance and control across the various IT Service Management functions to achieve the goal of high service availability and reliability across the WPB UK services, demonstrating improvements and ongoing status through structured MI and reporting.

• Lead the PIR/MIR with an intent to restore services swiftly. Work with service owners and problem management teams to critically review incidents and come up with actions to prevent future recurrence. Ensure read across of post incident learnings. Drive closure of repeat incidents.

• Regularly interface with the Executive Management team to provide updates on service recovery and Incident Management strategy. Support the Control Effectiveness rating for the Incident Management controls and Problem Management controls. 

• Ensure all service issues and risks are recorded and they are closed within agreed timelines. Represent IT for any audit or risk review activity providing information to Compliance, Internal and External Auditors. Provide support to all Audit related requirements and timely closure of any actions related to Service Management. 

• Effective relationship management skills across a range of different stakeholders including business lines, internal and external technology teams as well as HSBC infrastructure groups. Should be able to work in a matrix organization and navigate through issues and conflicts swiftly.  Build a culture of continual improvement to ensure better service performance.

• Act as senior recovery manager for the DevOps teams. Act as a real time service recovery escalation point for the DevOps Teams / Pods, complementing the role of incident manager.

• Ensures that the DevOps Teams own and resolves Incident and remediate root cause as appropriate.

Requirements

What you will bring to the role;

To be successful in this role you should have proven experience within the Technology sector with knowledge of the following skills:

• Ability to think creatively to drive innovative solutions and ability to multi-task.
• Strong decision maker and proactive self-starter with excellent communication and negotiation skills. Proven analytical skills & ability to deal with complex & technical pressure situations.
• Role will have global responsibility, often supporting multiple Global Businesses, due to the shared usage of many services and will be responsible for over 1500 services consumed in UK, with circa 45 services owned by UK.
• Demonstrable experience of ownership, Subject Matter Expertise or execution of one or more Service Management Processes.
• Strong interpersonal skills, Good technical, problem solving, lateral thinking, planning and ability to build and maintain relationships.
• Accountability to own service Quality reviews for UK, working closely with ITSO’s to drive service resilience and improve Service Uptime, either through SIP or drive investment with platform upgrades, installation of self-healing and better monitoring capabilities.
• Accountable for driving change quality and DR controls as well for UK.
• Ability to think creatively to drive innovative solutions 
• Strong experience within IT in a large geographically dispersed organization, with experience of leading individuals within a matrix across multiple geographies.
• Ensure that a Service Management mind set and disciplines are embedded within all roles within the DevOps Teams, driving the best practices for change, release and configuration management principles.

The base location of this role will be based in London UK ,Sheffield can also be considered –some travel may be required.

Come Power a Business that Defines How to Power the World

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of ethnicity, religion, age, physical or mental disability/long term health condition, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by local law in the jurisdictions in which we operate. Within the work place you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions.  HSBC has in place processes in order to avoid nepotism, which means to avoid creating circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

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.

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.

You can find out more about the recruitment journey and what to expect by viewing our Recruitment Process FAQs in HR Direct and by clicking here (only available via internal access).

Recruitment Helpdesk: 

Email: hsbc.recruitment@hsbc.com  

Tel: +44 (0) 207 832 8500