HSBC Group

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.  As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.  If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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 Wholesale IT – Head of Service Management & Resilience.

Business: Wholesale IT - WSIT Data Analytics

Key Deliverables:

• Lead a highly skilled, multi-disciplinary team
• Partner closely with the Engineering centres located in India, China, Poland and Canada
• Define and lead the implementation of service management strategy and support model globally
• Design and lead and effective change control process and problem/incident management process to ensure service quality and compliance
• Design, implement and manage service metrics to measure and evaluate the healthiness and effectiveness of Data & Analytics services
• Manage communications with key stakeholders, including producing regular reports to relevant Business and IT stakeholders
• Transform WS Data IT into a service-orientated, client-centric, value-add, organisation
• Ensure Agile project working approach and support all team members to follow the same methodology
• Ensure awareness, involvement and support from key stakeholders by building teams and maintaining robust communications
• Proactively plan and execute periodic IT Service Management activities such as Service Resilience Planning & testing, Capacity Planning etc
• Ensure service resilience, service sustainability and recovery time objectives are met for all the software solutions delivered
• Responsible for automating the continuous integration / continuous delivery pipeline within a DevOps Product/Service team driving a culture of continuous improvement
• Keep up to date and have expertise on current tools, technologies especially in the areas of service resilience and automation
• Liaise with engineers, architects, and business stakeholders to understand and drive the product or service’s direction, aligning to strategic vision
• Provide support in identification and resolution of all incidents associated with the IT service, partnering with the Engineering Centre Heads and Service Management Leads
• Ensure the solutions designed/developed/deployed are fully compliant with the HSBC standards and control framework

Major Challenges:

• Building a simple and scalable service management practice and support model
• Ensure methodologies are aligned to Wholesale Data & Analytics strategic vision, demonstrating a continual desire to implement strategic or optimal solutions, and where possible, avoid workarounds or short term tactical solutions
• Appreciation of existing data privacy issues, ensuring solutions adhere to complex data regulations and controls
• Working with stakeholders to ensure that negative customer and business impacts are avoided 
• Understand all changes in the wider context of the business lines/ areas we support and those on which the portfolio has an impact, including Regulatory and Data Management projects.
• Manage stakeholder expectations and ensure that robust communication and escalation mechanisms are in place

Operational Effectiveness & Control :

• Adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; report concerns or observations in terms of control weaknesses, compliance breaches and operational risk impact.
• Ensure adherence to best practice delivery standards across the pods, with risks, issues and dependencies correctly defined and managed

Role Context

• This role requires a self-starter with strong service management skills, who enjoys the challenge of supporting complex environments 
• Structured and organised leader with strong service management, data and technical analysis skills, and the ability to manage multiple priorities
• A natural leader who can inspire and motivate those around them
• A clear communicator with strong interpersonal skills who can manage stakeholders in a complex matrix organisation

What you will need to succeed in the role?

ESSENTIAL EXPERIENCE

• Outstanding service management experience, which include communications capabilities, decision making and problem solving skills, lateral thinking, analytical and interpersonal skills
• Extensive experience in support of management information and technologies, with multiple teams, vendors, interfaces and stakeholders involved
• A strong understanding of big data technology stack, implementing ETL processes and maintaining big data pipeline
• Experience in customizing and managing integration tools, databases, warehouses and analytical tools
• A good understanding of the control requirement surrounding data handling will be advantageous
• Real passion for elegance and efficiency in software engineering and always strives for continuous improvements via automated processes
• Experience in Agile Project methodologies and tools such as JIRA and Confluence
• Knowledge of and experience using data models and data dictionaries in a Banking and Financial Markets context

ESSENTIAL SKILLS/COMPETENCIES

• Excellent understanding and proven experience of Programme and Project Management methodologies, including Waterfall and Agile
• Ability to direct and influence people in a matrix-orientated environment and establish working partnerships at a junior and senior organizational level
• Proven experience of positive, challenging interactions with Senior Executives across the business
• Outstanding relationship management, collaboration and influencing skills
• Outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels across the Group
• Change agent with proven ability of implementing large scale organizational, procedural, technology and people-related change programmes
• Detail orientated with the proven ability to articulate complex issues concisely and in simple language to recognise to the global remit of this role
• Strong leadership, and excellent communication and interpersonal skills, with the ability to tailor approach to different levels of stakeholders; proven skills to lead teams and motivate others to achieve objectives
• Ability to articulate or translate complex information through clear and meaningful written and spoken communication in a structured way
• Willingness to learn, strong initiative, ability to work both independently and as part of a team, and flexibility with regard to the assignment of tasks and scheduling essential
• Strong customer focus and commitment to delivery
• Ability to communicate effectively in a multi-programme environment across a range of stakeholders
• Effective knowledge of techniques for planning, monitoring and controlling programmes
• Effective knowledge of budgeting and resource capacity allocation

IDEAL EXPERIENCE

• Strong knowledge of service management and support methodologies and reporting
• Strong knowledge of using enterprise scale software, ideally Jira and Confluence, to manage tracking via SAFe, Scrum/Agile methodologies
• Strong knowledge of evolving challenges with managing and sharing data
• Good understanding of the challenges and constraints of migrating from existing systems and platforms to Cloud based technologies.

HSBCSL/GZ*

About HSBC Technology China

We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems.

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.” 

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.