Senior Manager, Service & Problem Management

Job Description

* The Role Responsibilities Strategy
• Lead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from problems) and produce investigative reports
• Assume the role of Problem Coordinator in the Problem Management process.
• Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (Remedy ITSM) including:
• Problem Logging (Remedy/ServiceNow ticket)
• Problem Investigation & diagnosis
• Post Problem Review Evaluation
• Impact details Evaluation
• RCA stakeholders Identification
• Steer RCA meetings
• Root cause and RCA actions conclusion
• Risk identification and escalation.
• Repeat Problem Analysis
• Participate in or lead Service Improvement Plans (SIPs).
• Responsibilities of problem management with incident management background
• Work experience in Service Now
• Risk & Audit management awareness will be added advantage
• Key role in Service Management to deliver against initiatives (process and tools) as defined in specific Transformation programme
• Working closely with Major Problem Management and associated stakeholders on service improvements, current and future state
• Work with any data points post-delivery in order to identify further opportunities to improve, IE CSI loop
• Support in measuring the performance, outcomes and benefits defined per initiative and identify opportunities to improve based on performance measurements reported in the MIM Monthly Service Pack
• Support in build out of Monthly Service Pack and collaborate with various stakeholders to obtain data points for Reporting
Business
• Awareness and understanding of the wider business, economic and market environment in which the group operates.
• Implement service improvement programmes to reduce avoidable problems, drive down service recovery times, automate manual processes, and generally improve the stability of services and applications.
• Forge deep relationships with stakeholders and understand their requirements. Where applicable factor into the strategic roadmap and provide solutions that adequately address their needs and solve issues and inefficiencies.
• In time, become an SME (Dev Ops) for IT Alerting module and associated reporting and process requirements, including Adobe Connect & e-Mite.
• Support in driving Quality Assurance reviews and signoff of deliverables with key stakeholders
Processes
• Ensure compliance with the Bank s Problem management processes.
• Familiarity with Problem Management processes.
• Complete regular status updates in Confluence against project assignments, particularly where deviations apply around Scope, Timeline
• Work with technology CIOs to agree on stability / availability needs, manages delivery to SLAs, produces plans to achieve expected stability / availability.
• Ensure Key Risk Indicators are appropriately documented, tracked and reported on periodic basis to ET Management.
People and Talent
• Responsible for team of high performing staff in 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.
• Adhere to group diversity targets and 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.
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 / Strategic / Market 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 service tower.
• Ensure support procedures are in place and adhere to Group Security & Audit policies within ITSM Service Operations Management.
Governance
• 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 licensing is in adherence with the services deployed, managed appropriately and cost effective
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 to achieve the outcomes set out in the Bank s Conduct Principles : [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
• Country CIO s
• Country CTM s
• T & I CIO Teams
• T & I ET Teams
• Country COO s
Other Responsibilities
• Embed Here for good and Group s brand and values in the ITSM Service Operations Management team.
• Perform other responsibilities assigned under Group, Country, Business or Functional Policies & procedures.
• Accept advisory / direct leadership roles in NWOW and Digital strategic operational services / products that relate to group strategy and are in line with ITSM Service Operations Management mandate.
Our Ideal Candidate
• Bachelors degree: Informations Technology Managers are required to have at least a Bachelors degree in a related technical discipline. Popular majors include computer science, engineering, information systems, and management information systems.
• Min 10 years incident/problem management, preferably in a Banking environment OR 12 years relevant Technical background in an IT environment.
• Broad technology understanding across Platforms, Middleware, Databases, End User Services and Networks.
• Essential, not Mandatory - Experienced in performing analysis (numerically & thematically), producing executive presentation slides and enriching it with important narratives.
• Intermediate or expert level competency in using Microsoft Excel and Power-Point tools.
• Minimum ITIL V3 Foundation Certification
• Clear Understanding on ITIL principles
• Operations experience in a 24x7x365 support model
About Standard Chartered Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we cant wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion.,

Keyskills :
financesalesltdmisaccountancyroot cause analysiskeeping things simpleservice improvement plansservice operations managementroot causehuman skillsmusic making