Sr. Associate Director, Service Management

Job description Some careers shine brighter than others 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 SENIOR ASSOCIATE DIRECTOR In this role you will Demonstrate hands-on knowledge an ability to support an ongoing incident communication should be able to provide co-ordination assistance for the incident resolution Liaise with stakeholders who are in geographically diverse locations Show high availability at least on call support for incident management over the weekend Build appropriate tooling MI enhancements to provide business technology with key information which can be used to drive quality cost and productivity actions Design and drive the implementation of the Management Information Dashboards for better information and governance around the Performance and Controls Indicators Drive down outstanding problems with Change Management practice perform pro-active problem management report on service quality and identify opportunities for improving Service Resilience Reduce the volume of Capacity Change related Production Incidents and ensure better levels of service to our business Design develop and implement various dashboards using Service Now as the HSBC Group recognized Service Management tool Work closely with support development and IT Change Management and Service Quality Management teams to ensure the documentation quality objectives are agreed and met at Wholesale IT level Engage with stakeholders within value streams to ensure a standard approach and adherence to group directives policies Communicate effectively to all levels within the organization Own quality improvement projects and drive to completion Pro-actively review services and identify preventative measures to reduce risk profile Own Incident Problem Change and Capacity governance from a functional perspective and ensure the on-boarding of new services projects into production support teams is well planned managed performed in a standard way Demonstrate agility when responding to stakeholders needs Requirements To be successful in this role you should meet the following requirements Strong analytical skills required ITIL implementation of service management disciplines processes tools in previous role Practical hands of knowledge of Service Now and Qlik Sense report development Tooling automation related experience such as use of MS SharePoint Advanced Excel including Macros JIRA Confluence Ability to connect across organizational hierarchy Candidate is expected to Engage with senior stakeholders within IT and business environments Effective stakeholder management Strong prioritisation co-ordination problem solving root cause investigation skills required Excellent interpersonal skills being able to manage the interactions with the teams and stakeholders and ability to build maintain relationships and work collaboratively across boundaries Confident decision maker and demonstrates task and objective ownership Experience in reviewing complex dependencies and responding to challenges while ensuring on-going delivery is in line with customers goals Good technical problem solving lateral thinking planning and interpersonal skills Ability to think creatively to drive innovative solutions Excellent oral and written communication and presentation skills in English and Ability to communicate with impact Desired Skills Understanding of DevOps Tooling Awareness of SRE Fundamentals - SLOSLIError Budget Experience and knowledge in Financial Industry as Service Management or Production Support better have customer facing support experience www hsbc com careers HSBC is 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 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 Issued by - HSBC Software Development India