Oferta pracy

(GDT) Senior Service Manager

HSBC Service Delivery (Polska) Sp. z o.o.

  • Kapelanka 42a, Dębniki, Kraków
    Kraków, Lesser Poland
  • offer expired 5 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular), senior specialist (Senior)
  • home office work
  • remote recruitment
  • запрошуємо працівників з України
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Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a

Dębniki

Kraków

Technologies we use

Expected

  • ServiceNow

  • Jira

  • Kubernetes

  • Cloud (GCB/AWS/Azure)

  • CI/CD

About the project

The Service (Quality) Manager’s goal is to embed IT Service Management disciplines into the day to day activities of the DevOps teams. Success is measured by delivering 100% availability of service and no repeat incidents. The Service Quality Manager role will ensure HSBC best practice is followed during all phases of the product lifecycle with significant focus on the run phase. This will increase the likelihood of products being designed and built which can effectively operate / run, will drive adherence to operability standards and controls such as evergreening, and will drive a proactive approach to Continual Service Improvement. This role also acts a conduit to the Service Management Practice as a whole from the DevOps team, and will ensure that operability requirements are given appropriate focus throughout the development and operations lifecycle.

Your responsibilities

  • Engaging all relevant stakeholders (CIOs, Service Management Practice Head, Infrastructure Management Head etc.) to maintain visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached.

  • Overseeing effectiveness of controls to ensure compliance with HSBC Service Management and Infrastructure Build policies and standards.

  • Ensuring an effective engagement process is in place that is demonstrably adding value to all target stakeholders

  • Ensuring close coordination with the Service Management Practice Process Leads so that their process execution remains fully aligned to the rest of the organisation

  • Collaborating across DevOps teams to ensure consistency, and continuously improve Service Management Process execution

Our requirements

  • Drives improvement of overall Service Health by seeking to minimize technical debt - driving incident response, root cause analysis and remediation. Ensures appropriate monitoring and alerting is implemented to identify error conditions and support the provision of the availability levels required by the business

  • Ensures appropriate non-functional design requirements are implemented to support the availability levels necessary, supporting a move to fault tolerance software designs, and moving away from reliance upon continuous infrastructure availability

  • Drives improvements in Service Management data quality and capture to facilitate DevOps Team and enterprise level analysis to improve Root Cause identification (product to systemic) and remediation, Change Quality, Configuration Data quality and availability etc

  • Act as senior recovery manager for the DevOps team

  • Act as a real time service recovery escalation point for the DevOps Team / Pod, complementing the role of incident manager

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages
1

Phone interview

2

Online assessment

3

Zoom interview

4

Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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