Head of Service Excellence and Control

HSBC operates four Business units: UK, HK, International Wealth and Premier Banking and Corporate and Institutional Banking. These are supported by the bank’s Infrastructure teams including Group Functions and the Group CIO organization. Reporting to the Group CIO, Group Technology teams play a vital role in driving great experience for customers and colleagues and enabling the bank's strategy.

The Opportunity:

Group Functions Technology comprises circa 4,200 colleagues in globally distributed teams, who are dedicated to the delivery and operation of a wide range of technology solutions to support HSBC’s Group Functions.

Within Group Functions Technology Finance, Finance, Sustainability & Group External Communications Technology Technology is a key, mission orientated department of ~2,000 staff focused on designing, building and operating key platforms in support of the Global Risk & Compliance and Global Finance Functions.

Finance Technology aims to support the Finance Function whilst also driving the sharing of data and modelling capabilities across the functions and advocating engineering best practice across Group Functions Technology. 

Reporting functionally to the CIO for Finance, Sustainability & Group External Communications Technology, the role holder will be accountable for providing effective governance and control across the Production estate comprised of ~400 applications and services, working in partnership with Value Stream-aligned DevSecOps teams and the Enterprise Technology Service Management community of practice. 

What you will do:

• Ensure stability and resiliency across the production estate in partnership with the DevSecOps teams by creation and ongoing review of governance and control processes.
• Manage core team of Service Management, Control, and Infrastructure SMEs. Managing the execution of work and capability of these team members to ensure that production stability and resiliency remain the key focus.  Improve employees’ performance with coaching and mentoring.
• Ensuring high quality production and control metrics are delivered to all key stakeholders and those areas of focus are highlighted to ensure continual improvement and prioritization.
• Driving convergence of the working practices, tools, and metrics in the managing of production services and the Technology Control environment across the function.
• Active participation in Communities of Practices across the wider organization to help identify and drive best practice and common approaches in the Service Management and Control domains.
• Demonstrating quality and efficiency improvements in these domains through adoption of automation and bank standard tooling
• Ensure timely and appropriate escalation of all major incidents that could have a regulatory, financial, or reputational impact to HSBC.
• Reducing resolution time and service disruption by working with DevSecOps and service management SMEs to drive our agile and DevOps agenda, helping embed the mantra of ‘Go Fast, Break Less’.
• Ensuring that relevant Service Management and Control KCIs and Production OKRs are constantly reviewed and measured to ensure positive impact to production stability and resiliency.  
• Delivering significant value to business and technology by understanding the business strategies and helping DevSecOps teams to development the appropriate Service Management capabilities, reduce toil and drive down incident volumes. 
• Ensuring there is appropriate follow-up on all incidents so that any lessons learnt are communicated and embedded across all teams, driving a culture of continual improvement by retrospection
• Developing and managing stakeholder relationships in Global Finance, Global Risk and Procurement Functions, regional technology teams, SMEs in the wider Finance Technology organisation, Group Functions Technology, HSBC’s infrastructure group and the wider HSBC Technology India (HTI) Leadership cohort.

Experience & Skills Required:

• Senior technologist with proven track record and already in leadership position driving production service management and control operation for a large, globally distributed and heterogenous technology estate
• Experience in Financial Services, or equivalent industry with awareness of Finance processes
• Deep hands-on knowledge of ITIL / ITSM or other service management methodologies including SRE is required with ability to uplift practices across multiple teams
• Track record of DevOps and agile adoption and optimization in a complex, global, federated environment
• Ability to act through influence, identifying and driving adoption of best practice in Service management and control domains in a globally distributed and federated environment
• Ability to provide technical and conceptual thought leadership in the Service management and control domains
• Successful experience in influencing senior stakeholders, negotiating effectively, and winning over audiences with compelling and persuasive presentations
• Ability to lead and innovate in a global environment, with cross-cultural teams spread across multiple locations

You’ll achieve more when you join HSBC. 

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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***Issued By HSBC Software Development (India) Limited***