Cloud Service Quality Manager in Sheffield

Cloud Service Quality Manager

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 program managers.

 

Department: - As part of Finance IT the Service Resilience & Reliability team provides the Service Management capability to ~300 Finance IT services. As Finance continues its transition to the Cloud the team is looking to grow and recruit for roles that will assist the Cloud strategy. The successful applicant for this role will work closely with Cloud POD’s and the business to progress creation, implementation, monitoring and frequent review of service levels. The successful candidate will work closely with the Finance IT Cloud Pods to ensure delivery and support of quality, resilient and reliable services. The team is looking for a talented, ambitious, self-motivated individual to be a Service Quality Manager (SQM), with a heavy focus on Service Level Management.

 

This is a high profile, highly visible role with regular contact with Senior Managers due to the constant focus on achieving service levels and high service availability. The role comes with high exposure to Google Cloud Services.    

 

Responsibilities:

•           Ensure services persistently deliver the agreed levels of availability and performance to customers and users.

•           Ensure availability and performance levels for new services are co-created and documented and adherence to FOTC Service Levels are monitored and reported. Follow-up on non-adherence to availability and performance levels.

•           Ensure availability and performance levels for all existing FOTC services are frequently reviewed with stakeholders and maintained (i.e. every 12 months).

•           Work with up-streams to improve delivery times where up-stream availability and performance levels impact upon FOTC services.

•           Supporting Finance services, and commonly, Google Cloud services in creating, implementation, monitoring and reviewing service levels.

•           Working closely with Finance IT teams, Finance Change Delivery and the Finance Business.

•           Representing Finance IT at Service Level Management Community of Practice meetings.

•           Ensure Finance IT compliance with Service Level Management controls and best practice.

•           Keep up to date with latest changes in Service Level Management and ensure these changes are communicated to Finance IT teams.

•          Provide support to Finance IT teams on any Service Level Management changes (e.g. as result of adoption of Site Reliability Engineering).

•           Ensure appropriate SLA’s /OLA’s / PLA’s are in place at a micro-level for all current and future services.

•           Understand the tools available to document and monitor service level adherence.

•           Ensure appropriate Service Level reporting

•           Ensure regular review and business attestation of Service levels.

•           Collaborate with teams to ensure Service Levels are not breached as a result of new releases.

 

Requirements

Essential Skillset/Experience

• Knowledge and experience of Service Level Management a benefit.
• Strong relationship management skills.
• Strong written and verbal communication skills.
• Highly resilient and calm under pressure.
• Strong analysis skills.
• Strong negotiation skills.
• Confidence to actively participate in and lead Service Level Management meetings.
• Working knowledge of PLADA –Group Tool for Performance and Operational Level Agreements is required to record service availability and perform day to day SLA related tasks.
• The drive to become a Service Level Management Subject Matter Expert.
• Maintain a “Can-do” attitude and a high degree of self-motivation. A strong drive to achieve.
• Ability to drive service calls, include relevant stakeholders as needed.
• Ability to prioritize and manage numerous challenges and escalate risks and lack of progress to senior management where necessary.

 

 

This role will be based in Sheffield but 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.

 

 

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