Service Quality Manager/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:

• Drive the business value outcomes through deliverables from the PODs and Own and manage Incidents, Problem records and Change management, per HSBC ITIL standards.
• Work with engineering to improve the alerting and monitoring mechanism for early detection of incidents.
• Ensure that crisis is managed well with periodic updates to business and stakeholders. Understanding changing stakeholder expectations and fulfill them.
• Work closely with the Engineering / product team to ensure automation of the Production processes. Promote Site Reliability Engineering culture.
• Leadership skills needed to lead technical improvements in the systems, negotiation with the stakeholders for bringing the best business demand outcomes. Bring effective collaboration among various IT teams for superior production performance.
• Oversee and manage the service quality managers to assure top-notch business satisfaction.
• Lead service quality managers under each Value Stream to ensure knowledge is shared and upskill the team to effectively handle and improve service quality.
• Develop, implement, and oversee quality control framework designed to ensure continuous delivery of IT services, including responsiveness, reliability, and system functionality.
• Perform regular IT service quality evaluations, gather business feedback, and implement necessary changes to enhance user experience.
• Communicate effectively with various Business & IT teams. Collaborate effectively with global members to achieve desired outcomes.
• Collaborate with Value Stream service quality managers to promptly resolve any IT issues that may impact business satisfaction.
• Ensure that crisis is managed well with periodic updates to business and stakeholders. Understanding changing stakeholder expectations and fulfill them.
• Handling and improving Batch monitoring, issue resolution and Service requests. Work with service quality managers to improve the alerting and monitoring mechanism for early detection of incidents.
• Keep up-to-date with latest IT trends and business needs to continuously improve our service quality

To be successful in this role, you should meet the following requirements:

• Strong judgmental skills to identify and resolve problems whilst maintaining service performance budgets, time scales and quality of output. Very good analysis and trouble shooting skills.
• A high level of communication and coordination skills is required as the role needs to interact with various external and internal stakeholders on a day-to-day basis. Ability to work with senior stakeholders and various global technical and business parties and drive all the technical and business discussions. Ability to prioritize and work independently within a diverse team environment.
• About 8-9 years of IT experience with Big Data, Hadoop, Spark, Scala as primary skill set. Sound knowledge on Juniper, Airflow, Unix, SQL and Control-M scheduling tools.
• Strong influencing and negotiation skills with excellent interpersonal skills, including verbal and written communication skills .
• Ability to manage in a crisis and to make good and timely decisions in tough situations.
• Demonstrate ability to handle multi-task, to work independently and collaboratively with local, regional, and global teams.
• Knowledge or experience in project management is desirable.
• Open to work in shifts / non-regular hours / weekends as per business requirements.10+ years of overall IT experience in driving service management service governance and service quality.
• Proven experience in an IT Quality Management role or a similar capacity.
• Expertise in IT service management systems and methodologies.
• Strong leadership skills with a willingness to lead, inspire, and encourage a team.
• Excellent communication and interpersonal skills.
• A strategic thinker with strong problem-solving skills, a proactive approach, and a customer-focused mindset.
• Able to demonstrate successfully handling of global stakeholders.
• Experience in leading large, complex applications in data technologies. Experience in managing teams across multiple Jurisdictions.
• Bachelor of Engineering preferred.
• Hands-on experience and sound understanding of HSBC and ITIL, processes and standards. ITIL Foundation certification preferred.
• Knowledge and understanding of Banking domain and IT Infrastructure is preferred.
• Bachelor of Engineering preferred.
• Hands-on experience and sound understanding of HSBC and ITIL, processes and standards.
• ITIL Foundation certification preferred.
• Knowledge and understanding of Banking domain and IT Infrastructure is preferred.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSDI