Head of Service Excellence and Control in London

Head of Service Excellence and Control

 

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.

 

Enterprise Technology is the Technology organisation responsible for the design, build and ongoing maintenance of the systems owned by the Group Functions (Risk, Compliance, Finance, Corporate Functions and Deputy COO). The organisation consists of over 6,000 people working in collaboration across 14 countries, to support over 3,000 applications.

 

Role Description:

The role as Head of Service Excellence and Control, within the Enterprise Technology Function, is to provide a high and proficient level of governance and control across the Production estate. The person in this role will be responsible for ensuring Production Stability and Service Resiliency is maintained at all times so that internal business lines and external clients are able to undertake business processes without interruption. The person within this role will also become the level 1 owner for a number of Service Management technology controls across Enterprise Technology and will need to ensure that these are federated, adhered to and embedded across the function. The role holder is also expected to be an evangelist for change by ensuring that technology teams transform, moving away from manual processes to automated solutions and embedding self-management capabilities. The role requires effective relationship management skills across a range of different stakeholders including business lines, internal and external technology teams as well as HSBC infrastructure groups. They also need to build a culture of continual improvement to ensure better service performance.

This role will bring together ~400 IT Service Owners in the organisation to ensure consistency and rigour are applied across the board.

Reporting directly to the Enterprise Technology CIO, the role has no direct line management, but will be expected to lead Heads of Service Management in the various Functional teams in a cross-matrix structure, and drive Service Management strategy across the department.

 

Responsibilities:

This role will be responsible for the following activities:

 

• Ensure stability and resiliency across the Enterprise technology production estate by the creation and ongoing review of governance and control processes. 
• Drive the virtual production support community to align with governance and control processes and procedures.
• Ensure the timely and appropriate escalation of all major incidents that could have a regulatory, financial or reputational impact on HSBC.
• Become the accountable person for the implementation and ongoing governance of Service Management controls across the Enterprise Technology organisation.
• The development and presentation of key KPI and KCIs to drive governance across Service Management practices which will help identify themes and read across activities to drive down incidents and increase stability
• To be an active member of the Enterprise Technology leadership team, bringing innovation, motivation and best practice based on experience and research.
• Engage all relevant stakeholders (CIO, Heads of Technology, Service Management Practice Head, Infrastructure Management Head etc.) to maintain visibility on Enterprise Technology 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
• Provide leadership to Service Managers across Enterprise Technology, supporting to deliver functional goals in line with Enterprise Technology strategy and priorities, and promoting best practice.
• Overseeing effectiveness of controls to ensure compliance with HSBC Service Management and Infrastructure Build policies and standards
• Agree Production targets and metrics that are constantly reviewed and measured to ensure progress is made with regards to production stability and resiliency.
• Ensure adherence to key Service Management controls across the estate by developing and monitoring key KPI metrics. 
• Deliver significant and measurable value to business and technology by helping to reduce toil and incident volumes across all Functions.
• Ensure all Functions are making progress with the agile and DevOps agenda by helping the implementation of the “Go Faster, Break Less” mantra.
• Demonstrate quality and efficiency improvements through adoption of automation and tooling especially in end to end service management processes.
• Ensure there is appropriate follow-up on all incidents to so that any lessons learnt are communicated and taken across all teams.

 

Customers/Stakeholders:

• Drive a culture of continual improvement by retrospection and incident reviews.
• Drive a culture of “there is nothing more important than Production” across the Enterprise technology function.
• Create, manage and ensure sustained capability across all reporting teams, suppliers and other HSBC Technology areas.
• Manage the relationship with senior business stakeholders across Enterprise Tech and business lines, including CEO, COO, CCO.
• Manage the relationship with Senior Global stakeholders such that an effective and agreed strategy for the service management and governance exists.
• Ensure the smooth operation of IT systems with clear ownership of issues, escalation of critical incidents and clear communications to business lines.
• Manage the execution of the work and capability of team members to ensure that production stability and resiliency remains the key focus.
• Provide managerial/technical leadership to the team to ensure the proper and on time execution of their responsible work
• Understand and enable the business strategy by delivering appropriate service management capabilities.
• Ensure high availability and stability of IT systems. Scorecard metrics on incident count, defect count and service availability.

 

Operational Effectiveness & Control:

• Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.
• Maintain and ensure due observance of HSBC Internal Control Standards, including the timely implementation of recommendations made by internal / external auditors and external regulators. 
• Ensure awareness of compliance requirements and implementation of Group Compliance Policy. 
• Maintain awareness of operational risk including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.
• Evaluate, recommend and implement software development methods/tools

Requirements

Essential Skillset/Experience:

 

• Technical knowledge and understanding of a variety of technologies and systems that are present across investment banks (Cloud & Mainframe)
• Delivery & transformation mind-set
• At least 10 years of working experience in technology, 5 - 8 years in management/leadership capacity.
• Proven record to drive Best Practices, enhancement existing controls and to deliver high quality metrics and analysis to increase production stability and resiliency
• Proven record in managing large technology estates and production services teams (ideally DevSecOps).
• Strong people skills (change agent, decision making, influencing, management, communication)
• Manage all deliverables within Group’s guideline e.g. fitting the TOM, compliance to Global Standards, meeting Audit expectations.
• Ensure interoperability with other IT teams and applications especially infrastructure teams.
• Able to work independently, under pressure and proactively.

 

The role can be based in London or Sheffield but some travel may be required. This role supports Hybrid working

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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