Global Head of Service Quality and Production Support - HSBC Operations, Services and Technology

  • Competitive
  • Hong Kong Hong Kong Hong Kong HK
  • Permanent, Full time
  • HSBC
  • 14 Aug 18 2018-08-14

Global Head of Service Quality and Production Support - HSBC Operations, Services and Technology

Some careers grow faster than others.
If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking a high caliber professional to join our team as Global Head of Service Quality and Production Support.

Principal responsibilities

  • Oversee the service quality management of all Global Utilities by setting up appropriate management reporting, governance and service management processes according Banks IT standards and local requirement.
  • Globally lead the Product Support global discipline as part of the key DevOps design or build or deploy or Operate software delivery lifecycle of Global Utilities.
  • Work in conjunction with Product Management and Regional Utilities Heads to ensure proper skills and resources are available to support our key strategic products globally according to specific product TOM.
  • Implement effective Level 1 and Level 2 support processes under the Product Support Discipline and work with Service Support Discipline, Service Implementation Discipline and Product Engineering Discipline ensure completeness of Level 3 and Level 4 support of each strategic product and its related services.
  • Implement proper governance to ensure that incident management and problem management process followed and improved in all parts of Global Utilities.
  • Act as management escalation for service quality issues and facilities resolution.
  • External stakeholder management in Service Quality Management.
  • Report to the Global Head of Utilities, serve as a Global Management Committee member and provide global leadership in the Global Utilities Team.


Qualifications
Requirements
  • University degree in computer science, IT or a related discipline.
  • Solid hands on experience in IT service management.
  • Knowledge and proven experience in incident management and problem management standards in the Bank.
  • Experience in Banking Operations domain is an advantage.
  • Project Management Professional certification is an advantage.
  • Strong analytical, interpersonal, presentation, project management and written and verbal communication skills.
  • Ability to think long term with a strategic vision.
  • Able to work independently and manage multiple technical projects.
  • Able to work effectively with teams in multiple locations or countries.
  • Strong navigation skills and ability to understand business requirements.
  • Sensitive to numbers from a business perspective.
  • Strong self motivation and sense of responsibility.


You'll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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