Head of Production Services

We are investing heavily across our Technology and Digital domains, and to accelerate achieving our vision, we are seeking an experienced Head of Production Services to join Digital Channels. This is a global role based in London, with occasional travel required. The Head of Production Services is responsible for leading the embedding of Technology Service Management disciplines into the day-to-day activities of the Technology teams and ensuring HSBC best practice is followed during all phases of the product lifecycle with significant focus on the run phase.

The job aims to increase the likelihood of products being designed and built which can effectively operate/run, and drive adherence to operability standards and controls; ultimately driving proactive approach to Continual Service Improvement.

This role directly manages a global team of Service Management and Infrastructure specialists. The role sits within the leadership team for Wholesale Technology Digital and is a central point for Production governance and control across the Wholesale Digital technology function.

Job Requirements:

· Ensure stability and resiliency across the Connect technology production estate by the creation by embedding central processes and Digital level Service Management controls.

· Manage the Digital Service Management team, looking for opportunities for automation and innovation.

· Ensure the day to day running of support activities is efficient and minimizes disruption to customers and clients.

· The development and presentation of key KPI and KCIs to drive governance across Service Management practices which will help identify themes and read across activities to drive down incidents and increase stability.

· Chair and manage incident review meetings, data governance reviews sessions and production reviews with key business stakeholders.

· Manage and be accountable for a global team of Service Quality Mangers / Release Managers ensuring best in class service is provided in line with ITIL principles.

· Ensure that high quality production metrics are delivered to all key stakeholders and that areas of focus are highlighted to ensure continual improvement and prioritization.

• Experience and knowledge of business lines and products across global markets.


• Technical knowledge and understanding of a variety of technologies and systems that are present across investment banks especially within a post trade function.


• At least 10 years of working experience in technology, 5 - 8 years in management/leadership capacity.


• Proven record to drive Best Practices, enhancement existing controls, to deliver high quality metrics and analysis to increase production stability and resiliency and look for opportunities to automate manual processes.


• Proven record in managing large technology estates and production services teams.


• Strong people skills (change agent, decision making, influencing, management, communication)


• Manage all deliverables within Group's guideline e.g. fitting the TOM, compliance to Global Standards, meeting Audit expectations.


• Ensure interoperability with other IT teams and applications especially infrastructure teams.
  
  Our technology teams build innovative digital solutions rapidly and at scale to deliver the next generation of banking services for our customers around the world. We have an entrepreneurial mindset. Our people work together, creating an agile, collaborative, and innovative culture.


The Digital Channels team in Wholesale Technology design, build and deliver online services to all of HSBC's corporate and business customers globally. This ranges from single owner businesses right through to the largest multi-national brands. We are organised as a set of service and platform teams that work together to enable our customers to unlock their business potential. Every day the systems we operate serve millions of customers, and process millions of transactions that are critical to global and local communities everywhere., Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.