Service Quality Manager

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • HSBC Bank plc
  • 20 Apr 19

Service Quality Manager

Role Title: Service Quality Manager
Business: Information Technology
New or Existing Role: New
Grade: GCB4

Role Purpose

  • 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.
  • The Service (Quality) Manager will line into the Head of DevOps.
  • The Service (Quality) Manager is charged with protecting the HSBC brand, shareholder value, information assets and financial assets in the following ways:
  • 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
  • Provide guidance and help to DevOps teams in relation to Service Management Processes to balance speed to market against operability, stability and availability.
  • Ensure automatic healing is in place and is continuously improved based on latest incidents that couldn't be automatically self-corrected.
  • The Service (Quality) Manager will also be in charge of non-production environments readiness and ensure all automation are in place for production deployment:
  • Automatic generation of reports regarding non-production environments availability.
Key Accountabilities
Impact on Business
  • 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.
  • Governs adherence of DevOps Team to minimum operating standards, with specific focus on Non-functional Requirements - ensuring that Head of DevOps is presenting residual risk for consideration at the appropriately empowered risk forum.
  • Working with the Pods/DevOps Teams to address non-adherence quickly, and ensuring that remediation activity is appropriately prioritised within the workstack.
  • Work as a part of the IT Service Management Practice and collaborate with IT Service Management colleagues in other regions and DevOps Teams to share knowledge and working practices
  • Challenge and create new ways to meet and exceed (where appropriate) minimum operating standards, balancing control against speed of delivery.
  • Govern the adherence to FIM Policy and Secondary Standards relating to IT Service Management, ensuring that the Head of DevOps has a timely and accurate representation of breaches and formally agreed dispensations.
Customers / Stakeholders
  • Ensures that customer operability requirements are translated appropriately by the DevOps Teams and are translated adequately into technical requirements (such as capacity / high availability design).
  • Will ordinarily support across a single DevOps team, and across multiple Pod's within the DevOps team.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
  • Set and achieve challenging short, medium and long term goals which exceeded the standards in their field
  • Establish and maintain effective relationships within and outside the Service Management Practice, with key relationships needed within the Infrastructure and Architecture Practices.
  • On average the role will be responsible for more than 25 Tier 0 and Tier 1 services
  • Role will have global responsibility, often supporting multiple Global Businesses, due to the shared usage of many services.
  • Role will influence and act as service management lead for over 500 colleagues on average.
Leadership & Teamwork
  • Ensure that a Service Management mindest and disciplines are embedded within all roles within the DevOps Teams. Specifically that all team members are aware of minimum operating standards, have undertaken appropriate training / development, and are certified as appropriate.
  • Ensures that the DevOps Team owns and resolves Incidents and remediates root cause as appropriate
  • Strong experience within IT in a large geographically dispersed organization, with experience of leading individuals within a matrix across multiple geographies.
  • Demonstrable experience of ownership, Subject Matter Expertise or execution of one or more Service Management Processes.
  • Strong interpersonal skills and ability to build and maintain relationships
  • Ability to think creatively to drive innovative solutions
  • Ability to multi-task
  • Ability to build connections and work collaboratively across boundaries
  • Good communication skills, self-motivated and adaptive to change
  • Good technical, problem solving, lateral thinking, planning and interpersonal skills
  • Experience of the run part of the product lifecycle.
  • Knowledge of agile methods and Mode 2 IT delivery.
Operational Effectiveness & Control
  • Ensure that minimum operating standards, data and process standards are followed. Examples include evergreening, Service Continuity Testing.
  • Ensure that appropriate data updates are made to the Service Management System of Record(s) in a timely manner.
  • Identify threats to availability, and bring about prompt escalations through communication with the DevOps Team (and wider) as appropriate. Ensure communications are articulated in a way that the risk is clearly defined and the Head of DevOps can make an informed recommendation to the appropriate risk forum.
  • Identify opportunities to automate / integrate within the Service Management processes, and feedback through Service Management Practice.
Role Context
  • Due to the evolving landscape of the IT Service Management Practice, the jobholder is expected to be adaptive to change.
  • In addition, the jobholder will be able to multi-task and prioritise their own workload.
Role Dimensions
  • Dimensions
    • Leadership -
      • Leadership of Service Management across all roles within the DevOps Team. Providing service management leadership to less than 500 colleagues. (TOM to provide data on FTE within DevOps teams) Influence extends to peers, and up to 2 levels in the organisation. Leads individuals within a matrix across multiple geographies
    • Management -
      • Flexible including virtual team management.
    • Budget -
      • Flexible, direct or indirect budget responsibility through influence of overall DevOps team budget.
    • Commercial -
      • Leadership and interaction with less than 15 suppliers suppliers and can be both internal and external - may own the supplier quality side of the relationship, but ownership will be with Product Managers.
    • Stakeholders -
      • Governed by the number / profile of customers, the internal / external mix, and the business(es) supported.
    • Services -
      • CMB but likely to have to coordinate support models with other areas like GBM, RBWM, etc.
    • Strategy -
      • Contributes to the execution and feeds into the design
    • Reporting Structure -
      • Reporting to the Head of DevOps and additional functional line into the Service Management Practice Head.
Management of Risk
  • The jobholder will support the principle that the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
  • This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
  • The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the 'Three Lines of Defence'. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
Observation of Internal Controls
  • The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
  • The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

Knowledge & Experience / Qualifications
  • Demonstrable experience of ownership, Subject Matter Expertise or execution of one or more Service Management Processes.
  • Experience working in relevant environment/s - IT Quality / IT Service Management / IT Infrastructure Delivery (Operations) or an Application Development Team
  • Experience working within agile methodologies and Mode 2 IT is preferred.
  • Experience of IT architecture and its importance within the Enterprise.
  • ITIL Foundation certification is desirable.
  • Experience with / knowledge of COBIT, IT4IT / ISO20k is preferred.
Under the Company's internal 'Back to Front'/'Front to Back' transfer policy this role may be classed as High Risk. As a result, internal candidates may require enhanced approvals and vetting checks if they are currently employed in a Front Office department, or if they have worked in a Front Office department within the last 5 years (please refer to the HR FIM definition for further guidance) .

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