Service Management Lead in Sheffield

Service Management Lead 

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 Management Lead to join HSBC Technology.

Service Lead role for Trade floor voice & Compliance (TFV&C) Product in Telecommunication Services (TS) part of the service lead team accountable for the global domain and is responsible for the , engineering, support, operational management and commercial management for all Trade Floor Infrastructure within region for HSBC. These include trade voice turret; private wire and related services; media and call recording services as related to the trade floor infrastructure.

The goal of the role is to provide all HSBC lines of business with highly stable, cost effective and highly functional trade floor voice

We are currently seeking an experienced professional to join our team in the role of Global and the role will report into the Global Head of Trade Floor Voice - Telecommunication Services.

 

Key Responsibilities will include some or all of the following:

The service lead is charged with protecting the HSBC brand, shareholder value, information assets and financial assets in the following ways:

• Part of a
• Strong prevention of recurring issues and rapid root cause analysis and resolution
• Strong vendor and contract management and oversight
• Compliance with HSBC IT Governance
• Strong adherence to all standards and practices and resolution of any audit issues
• The identification and implementation of new and emerging technologies which enhance HSBC value

Principal Accountabilities:

• and collaborate with all Telecommunications Services colleagues in other regions and domains to share knowledge and working practices
• Challenge and create new ways to meet and exceed (where appropriate) minimum operating standards, balancing control against speed of delivery.
• Govern the adherence to FIM Policy and Secondary Standards, ensuring that the Global Head of Trade floor Infrastructure has a timely and accurate representation of breaches and formally agreed dispensations
• Define & develop a strategy for tracking KPIs for Trade Floor voice Infrastructure
• Identifies complex problems and implements solutions, making decisions based on sound, rational judgment

Requirements

• Experience in the Trade Floor environment, setup and managing it effectively
• Proven track record of operational process change and improvement
• Ability to work in a matrix environment and partner  across vendor provided resources, business consumers and HSBC IT Teams.
• A good understanding of Agile and lead daily scrums
• Ability to work independently, multi-task, and take ownership of various parts of a operational services
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
• Good understanding Service Management with demonstrable skills in KPI reporting
• Experience of BT Open Trade platform, Speakerbus, Verint 15.2 WFO, Flexenet, Cisco Call Manager and Proteus call logging
• Demonstrable experience of Vendor management
• Excellent administration skills to ensure Global IT compliance
• Demonstrable skills in Capacity, Availability, Certificate, Service Catalogue, Service Continuity, Incident and problem, compliance IT management
• Degree level education or equivalent
• , both written and Spoken
• Strong depth and breadth of technology knowledge, with direct experience of Telecommunications Services preferred
• Effective stakeholder management skills with a focus on building long-term relationships, and collaborating directly with a variety of vendors, customers and colleagues at all levels of seniority (technical, business, development, compliance, etc.)
• Proven ability to articulate complex and technical issues concisely, suitable for all levels across the HSBC group
• Gravitas and ability to interact with senior business management and vendors
• Flexible and adaptable to changing activities, schedules and work loads
• Respectful of different cultures, and experience of working with colleagues from across the globe as part of a global team

Work from home with occasional travel to site 

Come Power a Business that Defines How to Power the World

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk:

Email:  

Telephone: +44 2078328500.

 

Within the workplace 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 processes in place to avoid nepotism.  This means we will avoid 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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