Global Production Service Leadership

1 tydzień temu

Warszawa, Mazovia, Polska HSBC Pełny etat
Role Overview

The Head of Global Production Service Management plays a pivotal role in ensuring the stability and resiliency of HSBC Connect's technology production estate. This involves embedding central processes, digital service management controls, and managing the digital service management team to drive automation and innovation.

This position requires effective relationship management skills across various stakeholders, including business lines, internal and external technology teams, and HSBC infrastructure groups. The role holder must also build a culture of continual improvement to ensure better service performance.

Key Responsibilities
  • Stability and Resiliency: Ensure the day-to-day running of support activities is efficient and minimizes disruption to customers and clients.
  • KPI and KCI Development: Develop and present key KPIs and KCIs to drive governance across service management practices, identifying themes and read-across activities to drive down incidents and increase stability.
  • Incident Review and Data Governance: Chair and manage incident review meetings, data governance review sessions, and production reviews with key business stakeholders.
  • Service Quality and Release Management: Manage and be accountable for a global team of service quality managers/release managers, ensuring best-in-class service is provided in line with ITIL principles.
  • IT Service Management Controls: Ensure that Connect IT-level service management control KCIs and production OKRs are constantly reviewed and measured to ensure progress is made with regards to production stability and resiliency.
Requirements

To be successful in this role, you will need experience and knowledge of business lines and products across global markets, a service management & reliability (SRE) background, technical knowledge of various technologies and systems, and extensive experience in technology and management/leadership capacity.

You should have a proven record of driving best practices, enhancing existing controls, delivering high-quality metrics and analysis to increase production stability and resiliency, and looking for opportunities to automate manual processes.

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