Head of Service Excellence and Control

As a Senior Technologist in the Group Functions Technology Finance department at HSBC, your role will be crucial in ensuring the stability and resiliency of the production estate comprising around 400 applications and services. You will report functionally to the CIO for Finance, Sustainability & Group External Communications Technology, and work closely with Value Stream-aligned DevSecOps teams and the Enterprise Technology Service Management community of practice. Key Responsibilities: - Ensure stability and resiliency across the production estate by creating and reviewing governance and control processes in partnership with DevSecOps teams - Manage a core team of Service Management, Control, and Infrastructure Subject Matter Experts (SMEs) to focus on production stability and resiliency - Provide coaching and mentoring to improve employees' performance - Deliver high-quality production and control metrics to stakeholders and prioritize areas of focus for continual improvement - Drive convergence of working practices, tools, and metrics in managing production services and the Technology Control environment - Participate actively in Communities of Practices to identify and drive best practices in Service Management and Control domains - Demonstrate quality and efficiency improvements through automation and standard tooling adoption - Escalate major incidents promptly to prevent regulatory, financial, or reputational impact to HSBC - Collaborate with DevSecOps and service management SMEs to reduce resolution time and service disruption, aligning with agile and DevOps principles - Review and measure relevant Service Management and Control Key Control Indicators (KCIs) and Production Objectives and Key Results (OKRs) for positive impact on stability and resiliency - Provide value to business and technology by understanding business strategies and developing appropriate Service Management capabilities - Manage stakeholder relationships effectively across various functions and teams within HSBC Qualifications Required: - Senior technologist with a proven track record in leadership positions related to production service management and control operations - Experience in Financial Services or a similar industry with knowledge of Finance processes - Deep hands-on knowledge of ITIL/ITSM or other service management methodologies, including SRE - Track record of DevOps and agile adoption in a global environment - Ability to influence and drive best practices in Service Management and Control domains - Strong communication skills to influence senior stakeholders and present compelling arguments - Ability to lead and innovate in a global environment with cross-cultural teams Join HSBC to experience a workplace that values continuous professional development, flexible working, and opportunities for growth within an inclusive and diverse environment. HSBC is an equal opportunity employer committed to creating a culture where all employees are respected and valued based on merit and suitability for the role. As a Senior Technologist in the Group Functions Technology Finance department at HSBC, your role will be crucial in ensuring the stability and resiliency of the production estate comprising around 400 applications and services. You will report functionally to the CIO for Finance, Sustainability & Group External Communications Technology, and work closely with Value Stream-aligned DevSecOps teams and the Enterprise Technology Service Management community of practice. Key Responsibilities: - Ensure stability and resiliency across the production estate by creating and reviewing governance and control processes in partnership with DevSecOps teams - Manage a core team of Service Management, Control, and Infrastructure Subject Matter Experts (SMEs) to focus on production stability and resiliency - Provide coaching and mentoring to improve employees' performance - Deliver high-quality production and control metrics to stakeholders and prioritize areas of focus for continual improvement - Drive convergence of working practices, tools, and metrics in managing production services and the Technology Control environment - Participate actively in Communities of Practices to identify and drive best practices in Service Management and Control domains - Demonstrate quality and efficiency improvements through automation and standard tooling adoption - Escalate major incidents promptly to prevent regulatory, financial, or reputational impact to HSBC - Collaborate with DevSecOps and service management SMEs to reduce resolution time and service disruption, aligning with agile and DevOps principles - Review and measure relevant Service Management and Control Key Control Indicators (KCIs) and Production Objectives and Key Results (OKRs) for positive impact on stability and resiliency - Provide value to business and technology by understanding business strategies and developing appropriate Service Management capabilities - Manage sta