Technology Service Manager
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base. The Role Responsibilities
As a Technology Service Manager, the role would be responsible for: Incident Management
- Be responsible for Service Management of applications in multiple countries
- Manage business communications
- Analyze the business impact of the incident and assign priority.
- Provide input to technical teams on the business impact and urgency
- Drive the actions with multiple parties to ensure recovery is full and complete, real root cause is identified, preventive measures are identified and implemented
- Liaise with business teams to get approvals, coordinate recovery activities and provide advice.
- phone calls, messaging, business bridges or video conference.
- Need to handle escalations from business and other technology teams.
- Assist support teams for escalated issues to Technology Service Manger when they do not get support from other domain PSS teams
- Need to pull multiple teams together into bridge calls to understand complicated long outstanding Low Priority issues, address risks, etc.
Monitoring, checkpoints, health checks
- Provide input to Problem Management (PM) team on business impact.
- Provide input to PM team on other observations from the incident calls such as recovery time and adequacy of monitoring, etc.
- Attend all RCA calls
- Review and approve RCA report
- For critical applications as key services or after major incidents, Technology Service Manager may need to join health check calls to keep focus, drive discipline and to get first-hand updates.
Service Level Management
- Attend Change Approval Boards (CABs) and review all changes related to critical applications. The focus is mostly on service aspects such as business approval for downtime, SLA updates required and risks assessment.
- Participate in readiness assessment for all projects related to Core banking and critical applications
- When needed, coordinate business approval for large complicated changes.
- Review change quality metrics & organize meetings with CIO teams to run through incidents caused by changes
- Approve Post Implementation Review (PIR) reports
- Participate in Command Centre or equivalent for important changes
Service Reporting and Service Review Meetings
- Keep track of Service Level Agreement (SLA) and renewal before expiry
- Review, revise and re-negotiate SLAs on behalf of technology.
- Primary party is production support teams for existing services
- Primary party is CIO team for new services. Work with CIO team to draft the SLA, review it for service aspects, etc. Ensure PSS also reviews and approves it.
- Review underpinning OLAs, vendor contracts, etc.
Service Improvement Programmes (SIP)
- Check the data for all reports provided by SSO, or other reporting teams
- Write commentary and summaries for monthly service reports.
- Conduct Service Review Meetings with businesses to meet audit requirements that they review actual service performance vs SLA.
- Various other reports:
- Weekly reports - per domain, and for some key countries
- Various ad-hoc updates, reviews, extractions etc.
- Identify need for service improvements
- Trigger SIP
- Track, drive and report on SIPs
- Collect business volume projections from business for key services and provide to production support teams
- Request production support teams to perform review to ensure their systems can handle the business volume projections.
Our Ideal Candidate
- ITAM (IT Asset Management) - Own the update of Service records: Business Owners, Business Criticality and other attributes.
- Review change quality metrics and discuss with relevant offending teams.
- Business Criticality reviews
- Stability reviews
- Attend security round table
Excellent communication and influencing skills:
- Resilient personality to deal with pressure
- Capable of engaging key stakeholders and building alliances through active conversations including peer or more senior stakeholders who have no direct reporting relationships
- Team players, welcomes different opinions and treats every complaint as an opportunity for improvement
- Assertive with logical reasoning
Service management skills and techniques:
- Change oriented with continuous drive for quality
- Flexible, innovative and self-motivated
- Sensitivity to service impact - Prior experience in supporting key services, especially related to business domains in Retail Banking
KNOWLEDGE, SKILLS AND EXPERIENCE (continued):
Technical literacy and knowledge - not necessarily a technical expert but should possess:
- Broad technology skills to articulate both legacy and modern technology stacks
- Relevant application and infrastructure skills - at least 10-15 years of experiences in delivering or supporting application solutions
- Knowledge of application architecture of banking systems
- Technology used in relevant business area
- Banking products, regulatory and compliance.
- Understanding of current business issues, challenges, priorities and targets
Application and change management:
- At least 10-15 years of experience in application development and support
- Good experiences in impact analysis for system changes
- Knowledge of problem and incident management tools and processes
- Experience in working with vendor solutions
Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.