Head, ITSM Service Transition

Job Description

The Role ResponsibilitiesStrategy

• Awareness and understanding of the Group s business strategy and model appropriate to the role.
• Supports Head of ITSM directly (when applicable) and indirectly on all facets of ITSM strategy.
• Responsible for all processes within the ITSM Service Transition domain viz. Service asset and configuration management,. and IT MSA Governance.
• Accountable for ensuring acceptable CMDB Data quality, upkeep of the Service asset lifecycle mgmt., establishment and maintenance of service dependency maps, asset discovery coverage and quality, IT MSAs are governed across all Countries
• Deliver the ITSM Service Transition strategy, underpinned by the ET and T&I strategies.
• Provide Leadership across applicable global locations / resources in the practise of the domain processes in-scope
• Provide Strategic Direction in Operational Management using the Best Practise industry models.
• Provide management leadership for the ITSM Domain in India and also ET India leadership team
• Oversee the implementation of key strategic transformational initiatives within ITSM like ServiceNow / Digital solutions
• Provide clear requirements leading to a fit for purpose engineered, cost effective, innovative tool set that includes optimal automated scalable tactical to strategic solutions.
• Identify opportunities for process and SOP automation, cost saving, and service quality improvements.
• Work with Group Information Security and Cyber Security to ensure any solutions delivered into production meet bank security standards at an operational level.
• Establish and maintain strong, strategic partnerships with stakeholders, vendors and service suppliers.
• Develop RFPs/RFIs, oversee product evaluations, co-ordinate product selections, to ensure pricing and terms and conditions meet bank IT standards.

Business

• Service Asset & Config management -Responsible for ensuring the hardware & software assets and related Configuration Items of the bank are effectively managed within the entire lifecycle from a policy and process perspective and consistent with the ITIL process framework, and best practice. Manage the Config mgmt database (CMDB) globally for the Bank with established Process interfaces and Tools. Practical experience managing Cloud based SACM like SaaS/PaaS/IaaS etc. Relevant experience in managing Enterprise class CMDB with Service modelling techniques interfaced with ITSM processes. Practical knowledge of ITAM/SACM tools such as Servicenow and Reporting mechanisms. Knowledge on Quality mgmt. of the CMDB and governance of the data
• IT Asset Discovery management -Ensure the scoped IT asset classes are discovered through authorized discovery tools and updated in the CMDB. Manage the service dependency mappings in the CMDB as per the common service data model agreed for the ITSM platform. Establish defined processes for maintenance of the discovery scan schedules and oversight on the data quality.
• IT Asset mgmt. - Establish a strategy and framework to ensure the Bank HW and SW assets are discovered and updated in the Asset register and the asset lifecycle is properly managed.
• IT MSA Governance - Accountable for IT MSA Governance, service performance reporting against agreed Service level targets and process operations. Manage functional operating model, people skill, capability development, budget and risk. Provide governance and oversight on IT MSA framework and ensure periodic refresh. Establish and maintain relationship with key business stakeholders viz Country technology mgmt., Regional CIOs , T&I Service towers/owners. Conduct/Facilitate Technology service performance review forums to improve the quality of service provided by group, which benefit key business stakeholders. Manage expectations, regulatory requirements, local country specific needs and agree service levels between technology teams and country teams and update service agreements accordingly. Ensure that the pain areas/challenges highlighted by country teams are channeled to the resolver groups for corrective actions
• Location management - Ensure management oversight for India locations ; manage cost centres/budgets, staff engagement, learning & development, compliance and well being.

People and Talent

• Responsible for team operating from global and hub locations.
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
• Ensure growth plans and training roadmap to ensure competency development and career growth/ succession planning

Risk Management

• Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group identified in the responsible services. Awareness and understanding of key risks facing the Group and the role the individual plays in managing them
• The ability to interpret the Group s Financial information, identify key issues based on this information and put in place appropriate controls and measures.
• Ensure a full understanding of the risk and control environment within the function
• Ensure support procedures are in place and adhere to Group Security & Audit policies

Governance

• Responsible for assessing the effectiveness of the Group s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering effective governance ; capability to challenge peers effectively; and Willingness to work with any local regulators in an open and cooperative manner.
• Ensure compliance to the sourcing policies and MSA legal framework

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the function & team to achieve the outcomes set out in the Bank s Conduct principles: The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Key Stakeholders

• Regional CIO / CTMs
• T&I domain service management and platform support
• Supply chain mgmt.
• T&I Legal / Finance
• All Asset class owners

Other ResponsibilitiesLocation management

• Provide oversight for people and compliance for the domain in India. Represent ITSM in the T&I ET leadership forums. Manage people engagement for the location and handle administrative requirements including Cost centre / budget management / vendor engagement support etc.

Our Ideal Candidate

• ITIL V3 Expert
• COBIT Foundation
• Outsourcing governance
• Agile model of working
• Third party risk management
• Servicenow ITSM suite
• IT Asset Discovery & dependency mapping
• SLM/KM/Asset /Config mgmt. Process SME

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
quality of servicecost savingitil processdata qualityservice levelpeople skillscyber securityservice levelscost effectiveservice qualitybusiness strategybudget managementservice management