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.
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 Delivery Head.
In this role, you will:Roles & Responsibilities:
• Monitor and analyze service metrics, including response times, resolution rates, and customer satisfaction, taking proactive measures to drive continuous improvement.• Prepare and present regular reports to senior management regarding service performance, key metrics, and improvement initiatives.• Ensure exceptional service quality by monitoring and maintaining service level agreements (SLAs).• Act as the Technical Recovery Manager for crisis and critical issues.• Ensure compliance with all regulatory requirements and internal controls, including P1 standards.• Foster collaboration among security, IT, and development teams to ensure prompt and effective resolution of vulnerabilities.• Conduct regular reviews of system capacity in alignment with customer traffic growth to effectively manage and optimize system performance• Identify opportunities to reduce run-the-bank (RTB) costs• Acts as the gatekeeper to the production environment, ensuring conformance to policies (e.g. Change Management) and operational processes/procedures, release integration testing and Production validation,and participate in CAB meetings to discuss and approve these changes• Develop and maintain the forward plan the release schedules and cycles across the organisation• Conduct Post-Implementation Reviews (PIR) and promote continuous improvement initiatives.• Develop and maintain an incident response plan to quickly address and mitigate exploited vulnerabilities• Regularly review TRMF metal rating improvements to ensure service operations meet gold standards.• Proactively collaborate with architecture and engineering teams to discuss non-functional requirements during the initial stages of projects.• Execute the ITSO Book of Work items.• Ensure service resilience, sustainability, and recovery time objectives are met for all delivered software solutions.• Participate in internal and external audits regarding service management and prepare responses accordingly.• Regularly review IAM activity logs to ensure changes to live services are made through approved processes.• Prepare and manage release schedules for service management tasks, including patching, BRETT, role swaps, and Comet.• Proactively identify and raise MSII risks related to service operations and track progress until resolution.• Report on progress, issues, dependencies, and risks to committees, making recommendations to influence decision-making and maintain delivery progress and benefits realization.• Contribute to strategic plans for the function, business, or region, shaping strategic objectives into actionable operational plans, such as resilience and SSP programs.• Implement DevOps and automation on GCP in accordance with system requirements.• Establish a robust patch management process to ensure timely application of security patches and updates.• Prioritize vulnerabilities based on severity, potential impact, and exploitability, focusing on critical issues first.• Continuously monitor for new vulnerabilities and emerging threats to stay ahead of potential risks.• Maintain detailed records of identified vulnerabilities, remediation actions, and security incidents, providing regular reports to stakeholders on the status of vulnerability management efforts.• Ensure compliance with relevant security standards and regulations.• Actively contribute to a positive work environment by identifying opportunities to enhance team performance and translating required actions into a clear and realistic vision. Monitor complex dependencies and respond appropriately to ensure ongoing delivery aligned with customer goals.• Demonstrate strong experience in managing geographically dispersed teams and leading individuals within a matrix organization.• Exhibit strong interpersonal skills with the ability to build and maintain relationships, think creatively to drive innovative solutions, multi-task effectively, and foster connections.• Stay updated on industry trends, best practices, and emerging technologies in the service field, continuously seeking opportunities for knowledge and skills enhancement.• Collaborate with other departments to adapt best practices within the service management function.