Service Quality Manager

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Your career opportunity

The role of the regional Service Quality Manager is to identify, prioritise and drive service strengthening initiatives within a small team of SQMs across our digital estate. Incident data is a key driver of this work to identify patterns and trends with service impacting outages.  The role will be working closely with the WPB wide resilience deliveries and risk and control functions.  The role is for a Regional Service Quality Manager (SQM) for Digital Platforms to coordinate and lead work across global and regional Value Stream.  The job holder will be located within the EMEA region to work alongside central service operations teams, Digital Platforms, and the regional business heads.  

What you’ll do 

• Working with key stakeholders to define, monitor and excel against our service quality targets for the Digital Platforms

• Work closely with the Value Stream in order to drive & track service quality improvements; reduce incidents, improve the mean time to recover and reduce change failure rates.

• Leading initiatives around improving adherence to IT service controls and service management key control indicators.  

• Work with regional incident and problem management teams as part of post incident reconciliation representing Digital Platforms.

• Lead and chair internal post incident reviews, identifying control & process failures for remediation by value streams.

• Support the work with our internal Change Governance teams to drive change quality and reduce change failure rates.

• Being data driven for identifying service improvements.

What you need to have to succeed in this role 

• Proven experience in IT Service Management, with experience of the ITIL principles. A strong focus on Incident and Problem management processes and procedures within HSBC.

• Experience of leading Post Incident Reviews and identifying improvement actions.

• Experience of working in relevant technical environments similar to the digital customer facing applications or journeys 

• Experience of producing thematic reports across large datasets.

• Experience of working on IT service resilience programme that are focused to improve customer experience.

• Strong decision maker and proactive self-starter.  Able to self-motivate and be pro-actively 

• Proven analytical skills & ability to deal with complex & technical data.

• Confidence to challenge management of all levels to drive improvements. 

What we offer

• Competitive salary

• Annual performance-based bonus

• Additional bonuses for recognition awards

• Multisport card

• Private medical care

• Life insurance

• One-time reimbursement of home office set-up (up to 800 PLN).

• Corporate parties & events

• CSR initiatives

• Financial support with trainings and education

• Nursery discounts

• Social fund

• Flexible working hours 

• Free parking

If your CV meets our criteria, you should expect the following steps in the recruitment process:

• Online behavioural test (for external candidates)

• Telephone screen (for external candidates)

• Job interview with the hiring manager

We are looking to hire as soon as possible so don’t wait and apply now!

You'll achieve more when you join HSBC.