Associate Director, Service Management

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 Associate Director, Service Management.

In this role, you will:

• Plan and manage HR Technology API Service deliveries and tooling
• Plan and manage the continued adoption of API data delivery over point-to-point integrations.
• Plan and manage the adoption of HR future state data platform and associated data model within the HR integration API platform
• Create and contribute to solution designs and make judgement calls about adoption of tech debt.
• Build trusted relationships with the business and maintain a good appreciation of the business domain they work in as we progress down data integration platform.
• Communicate clearly, acting as liaison between engineering teams and senior management, translating technical details into business strategies.
• Develop business cases benefits of addressing technical debt / platform improvement.
• Promote continuous improvement for self and team.
• Remove impediments to team's productivity and direct collaboration with Product Owners without the involvement of intermediary roles such as architects, technical leads, business analysts, scrum master and project managers.
• Provide Line Management to a geographically spread team.
• Contribute to team development, effectiveness, and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse, and supportive working environment.
• Control and maintain monthly portfolio financials and reporting of these to technology and HR stakeholders.
• Technical ownership for a portofolio of future state integration solutions, including risks, architecture, vendor relationship, performance, support, upgrades and maintenance.
• Ensure alignment with HSBC standards, governance and audit requirements.
• Monitor service level agreements (SLAs), key performance indicators (KPIs), certificate renewal and performance metrics.
• Progress new systems through IT due diligence processes including External Hosting Committee and IT Service Acceptance.
• Ensure all systems are compliant with the ITSO book of work and Technology Risk & Control Book requirements.

To be successful in this role, you should meet the following requirements:

• Experienced technology manager with proven experience in the ownership of externally-hosted, cloud based SaaS solutions using 3rd parties for effective delivery and support.
• Experience of leading global deployments in an IT project delivery capacity; ideally with experience of deployment of recruitment systems on desktop and mobile.
• Extensive experience of Agile practices, include SAFE and Scrum.
• Evidence of leading teams in large scale / global technology transformations, service introduction and/or service management within complex multi-national organisation.
• Experience of operating within regulated industries and the associated Governance frameworks (ideally within Financial Services)

• A track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change.

• Ability to shape teams in a DevOps/agile environment and implement Agile/DevOps methodologies

• Excellent written and spoken communication skills with the ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences.

• Experience of IT Service Ownership, including External Hosting Committee and IT Service Acceptance processes.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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Issued by – HSDI