Must have

• Networking

• Jira

• Kanban

• Confluence

• Analytical skills

• English (C1)

Requirements description

What you need to have to succeed in this role

• Related field with a minimum of 5 years working experience in IT.
• Required to have non-technical, soft skills that include how you manage daily work: Time management, problem solving, adaptability, teamwork, leadership, attention to detail, ability to find solutions rather than problems, networking, and conflict resolution. Must have ‘can do’ attitude and a solution mindset.
• Have experience using Jira, Kanban Board, Confluence and ServiceNow.
• Must have experience in managing and resolving complex issues, preventing escalations and risks, handling crisis effectively.
• Ability to work independently and have strong team building skills.
• Strong analytical skills.
• Natural curiosity and will to make a difference and an impact.
• Experience in Agile in terms of ways of working

Offer description

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.

Your career opportunity

Enterprise Technology brings together all areas of financial crime risk management at HSBC including anti- money laundering, transaction monitoring, screening, risk assessment etc. and is dedicated to implement the most effective global standards to combat financial crime.

Risk & Compliance technology design and deploy cutting edge technology to defend the bank and its customers from Sanctions Risk, Financial Crime Risk, Identity Threat, Unauthorised Trading and Market Abuse & Regulatory Sanctions, as well as supporting Enterprise Risk Management.  We provide the systems that enable our global businesses to grow through data-driven, pro-active risk management.

The role of the Service Manager is to provide technical leadership and ongoing support for complex technologies.

Your responsibilities

1. Provide technical leadership and ongoing support for complex technologies and services to ensure their resiliency.
2. Manage the team, establish a relationship with direct peers, lead team meetings, support team members, plan team rotation all year including weekly and weekend on-call, Vacation, sick leaves, Christmas breaks.
3. Run Internal Change Review to ensure best change practices are in place and follow Mandatory Change Requirements and manage ITIL Service operation processes including event management, incident management, problem management and upgrades coordination.
4. Drive automation initiatives, be a liaison between team, management, IT service owners and developers.
5. Find solutions to improve daily operations. Address bottlenecks using best problem management practices and act as service recovery manager in a situation if service experiences a degradation of a service following major system or software related failures. Delegate activities, participate and run crisis calls including all necessary teams.
6. Provide trainings to ensure smooth knowledge transition of services and provide trainings to team members and development teams and maintain service documentation.

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