IT Service Owner

The IT Service Owner (ITSO) is responsible for the on-going supply and support
of a single or multiple IT Service to internal stakeholders. This job acts a
point of contact for the internal stakeholders, accountable for addressing,
overseeing, or managing enquiries related to provision of the Technology
service. From an organizational perspective, the ITSO must operate within the
context of the current and Target Operating model for Technology.

This role will carry out some or all of the following activities for either a
single or multiple IT Services:

• Responsible for defining the right service offerings to balance the business and customer needs and demands against costs.


• Accountable for overseeing design processes, solution architectures, and definition of key metrics.


• Act as a point of escalation for the development & delivery teams.


• Accountable for ensuring that the implemented service meets the design and necessary functional and non-functional requirements, and any transition into the live environments is fully documented in the stipulated system.


• Ensure that the service continues to meet the customer needs & demands, and takes corrective action where necessary. This includes, but is not limited to, formal service availability reporting against agreed availability targets.


• Continual Service Improvement - ensuring incremental improvements to the Service, corrective measures to recover service performance, and eventually the demise of the Service when it is no longer required.


• Engaging all relevant stakeholders to maintain visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached.
  Collaborating across DevOps teams to ensure consistency, and continuously
  improve Service Management Process execution. Provide guidance and help to
  DevOps teams in relation to Service Management Processes to balance speed to
  market against operability, stability and availability.


• solutions to the business that meet business requirements, align with IT strategy and maximize reuse opportunities.


• Use approved or appropriate tools and techniques to provide the analysis for medium and large propositions.


• Demonstrate good analytical skills to ensure business problems are questioned and understood and the solutions are cost effective and timely.


• Looking at opportunities to reduce the complexity of the IT enterprise and reduction in Run The Bank costs.


• Demonstrate and apply comprehensive business domain knowledge.


• Ensure service operates within the agreed Run The Bank budget through financial monitoring processes.


• Service complies with internal HSBC Group standards & external regulatory requirements are met.


• Service transition is effectively managed through robust change management processes.


• Actively manage capacity and evergreening to 'future-proof' the service, and maintain a ‎3-year service outlook.


• Accountable for all high impact changes affecting the technology service.
  Manage HBEG IT VRM Activities and ensure full adherence to Group VRM
  Procedures and Controls.
  Customers / Stakeholders


• Report progress and identify and raise any issues/risks, escalating as appropriate to enable satisfactory resolution.


• Build trusting relationships with stakeholders by consistently meeting and delivering upon their business needs; demonstrating and being respected for your domain knowledge.


• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.


• Works closely with Project and Development managers to ensure all change activity is of high quality and does not impact service levels.


• Accountable for end to end delivery of the technology service in partnership with IT program manager and 3rd party supplier manager (where appropriate).


• Primary point of contact for your service(s) & ensure a consultancy service is available to stakeholder groups.


• Provide timely & accurate management information to the respective stakeholders.


• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
  Leadership & Teamwork


• Establish and maintain good communication and relationships, both internal (onshore/offshore) and external to the Bank as a representative of the service management domain.


• Be knowledgeable about HSBC business needs, the businesses of competitors and emerging trends in the industry landscape.


• Where appropriate support and work alongside Global colleagues.


• Proactively interacts with and provides support to delivery partners to ensure the needs of the business are met, while at the same time, understanding technical implications.


• Governance of the IT Service Management function & processes.

Requirements
Experience
* ‎7+ experience in IT: from gathering business requirements, analysis, to project management
* Proven experience of managing portfolio of services
* Solid experience in software development lifecycle, in addition to project management frameworks
* Strong understanding of service management, preferably ITIL certified
* Proven experience of stakeholder management, producing reports and dashboards to senior management
Skills
* Strong communication skills
* End-to-end ownership mindset
* Time management and handling difficult situations
* Proven ability to priorities competing demands
* Leadership skills, and ability to influence others
* In depth IT technical knowledge (analysis, project management, and service management)
* Problem solving and managing customer expectations properly