Problem Manager ITSM/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 Consultant Specialist.

In this role, you will:

• Provide leadership and innovation by specializing in Service Management processes.
• Possess experience and knowledge of Problem Management principles and methodologies.
• Review and understand information produced by other IT Service Management teams for incidents/outages (including Incident and Problem Management documentation), and use this to create ‘business friendly’ descriptions of the disruption that occurred.
• Provide monitoring of daily activities to ensure policy and standards are enforced by the team.
• Actively engage and drive continuous improvement objectives defined by the Global Problem Management function.
• Generate effective communication to Global and Regional stakeholders.
• Build and support effective working relationships with all stakeholders to ensure effective engagement and participation in the day to day processes of service management, this typically includes CIOs, Snr Managers, IT Service Owners, Problem Owners and Change Owners.
• Ensure root causes of service problems are investigated, understood and remediated to prevent recurrence.
• Analyse problem/root cause/change data to identify and address systemic/thematic issues.
• Driving continual service improvement and management of risk through both reactive and proactive measures.
• Liaise closely with Service Management teams across the Group, especially where there is shared interest/risk/stakeholders.
• Work closely will all areas of Service Management to ensure effective integration of controls and processes.
• Identify opportunities to improve processes as per business needs and operational efficiency goals.
• Actively engage in continuous improvement objectives defined by the IT Service Management managers.