Service Management / Senior Lead Consultant Specialist

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 Senior Lead Consultant Specialist

In this role, you will:

• Ensuring strategy is in place across all Service Management Disciplines and individual strategies form a cohesive practice strategy, to include tools and processes. Provide expertise, specialist knowledge and consultancy to support the development and delivery of the Service Management discipline area's strategic goals and objectives.
• Reconcile needs of multiple stakeholders from across the Service Management disciplines and GB/GFs, ensuring the architecture of the Service Management platform is fit for purpose and delivery of the most appropriate solution. Ensuring governance structure (including Key Controls) is upheld throughout the Service Management Practice and reporting is aligned to global reporting standards.
• Collaborate with Service Management Disciplines and Service Management Practice resources to promote Service Management best practice and adoption. Lead and develop Service Management Practice Specialists and Analysts. Responsibility for the current and future operating model for Service Management Process, data inputs / outputs, requirements gathering and running Communities of Practice within specific Disciplines.
• A broad understanding and comprehensive appreciation across Service Management process and principles: This profile also encapsulates the responsibilities of the Discipline Lead where more extensive knowledge of a specific discipline(s) and the relevant processes are required.
• As a Discipline Lead, the role will adopt the authority of process owner, championing the process/ discipline within technology to; Drive it's strategy and direction; ensure compliance with any and all related policies; lead continual process improvement and manage process exceptions.
• Discipline Leads will work collaboratively with GB/GF representatives to improve engagement and drive tangible business-aligned improvements & benefits, and with Technology Service Management Discipline Management to ensure operationally that the process delivers business value.

Leadership & Teamwork 

• Lead and develop resources and functional team/s, ensuring the resources have the appropriate capabilities, skills and knowledge via training and other materials to deliver goals and objectives
• Collaborate within / across GB/GFs and regions to deliver collective goals in line with the Service Management strategies and priorities
• Support peers across Service Management to deliver functional goals in line with Technology strategy and priorities
• Taking care of people management activities (hiring, onboarding, performance management, growth, succession etc)

Functional Knowledge

• Experience of maintaining and driving upliftment of Resilience capability for individual services and platforms applicable to one or more business functions or organization level.
• Familiar with common ITIL service management processes
• Proficient domain knowledge and robust understanding of Operational Resilience
• Broad understanding of underlying infrastructure components and technology risks