• Senior Manager Technology Service Management Jobs in Chennai,India - 25180838

  • Standard Chartered Bank Ltd

Job Description:

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East

To us, good performance is about much more than turning a profit Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good

Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation This in turn helps us to provide better support to our broad client base


o Business Stakeholder Management - Implement monthly Service Reviews with Business Owners and Countries Author service communications plan, produce service performance reports, routine and ad hoc communications, etc

o Incident Management Assess business impact and assign the Severity level (Critical / High / Medium / Low) for the incident Communicate incident updates to Business Stakeholders during & after incident and provide business feedback to PSS and Incident Manager Provide situational leadership in service restoration Maintain and direct CRASH teams

o Problem Management Lead investigations and root cause determinations Track corrective action completion Identify incident trends and launch SIPs for services not meeting SLA Ensure root cause analysis is conducted for all high severity incidents and preventive actions are defined and implemented Provide quality input into the post mortem process to deliver quality post mortems reports

o Change Management Champion service stability considerations throughout the change lifecycle

o Asset Management Ensure ITAM entries are accurate and timely maintained to ensure no discrepancy

o Service Improvement Program Own and drive Service Improvement initiatives to reduce production problems, improve service resumption times, and / or eliminate risks and deliver targeted business benefits

o Service Level Management - Increased Levels of End to End Service Level Management Ensure SLA is reviewed on a regular basis and mandate Zero SLA missed review date Agreements with technical domains and vendors are aligned to the end-to-end SLA Ensure all SLAs are accurate, meaningful and achievable

o Service Transition - Participate and contribute in GT Transition to Service (TTS) Program to drive TSMs to identify potential go-live blockers of TSD projects against the minimum PSS, TSM and Business requirements

o Risk Management Review and report on the aggregated Risk of each end to end service Ensure risks are being escalated to respective Stakeholders Conduct periodic review of major projects and identify any risks

o Quality of Service Establish the KPI & KRI framework to measure and report the health of all critical services

o Ensure the database of customer system information (CMDB) is up to date for your business

o Create/modify the self service portal so customers are enabled to help themselves to information

o Standardise communications and reporting from your team

o Create an inspiring team environment with an open communication culture Creates clear team goals and able to delegate tasks with defined deadlines

o Monitor team performance and report on metrics Motivate team members including creating a clear career development

o Bring energy into the team motivating the staff within and outside of your team

o Own services end to end, engaging people from all technology domains (application, network, data centre, local support, etc) when needed to ensure that services are stable, available, and secure for customers

o Be the single management point of contact for escalations and high severity incidents, and help to ensure issues are resolved quickly and comprehensively considering end to end service delivery to our users / customers

o Constant communication and build close relationship with Business Heads, Head of Engineering, Head of Build, Head of PSS and Head of Technology Service Management in application BAU status, issues and prioritization of service improvement events

o Perform Trend analysis on incidents related to the application to increase understanding of weak points in the end-to-end solution Put in place actions to address findings Be aware of incident trends across technology portfolio to identify potential risks

o Provide Senior Management and Business with timely and accurate information on service performance and service issues through service reporting and service reviews

o Establish Service Impact Assessment framework for all critical services and used in production incidents and document it

Qualifications & Skills

1 IT(Services) Management

o Excellent at identifying and managing resources needed to plan, develop and deliver technology services

o Strong influencer of senior level customers and technology teams, ensuring that services are managed to agreed levels of availability and performance Keeping challenging customers engaged

o Strong technology service management budgeting, estimating, planning and objective setting skills

o Knowledge sufficient to plan and manage the implementation of processes and automations, tools and methods for monitoring and managing the performance of systems and services, in respect of their contribution to business performance and benefits to the business

o Practical knowledge of monitoring people, supplier and systems performance, taking corrective action where necessary

o Strong influencer of teamwork Able to build collaboration between CnC, Design and Delivery, Estate Management and Support teams

2 Stakeholder Relationship Management

o Excellent interpersonal skills to act as a single point of contact for senior business stakeholders in relation to technology services

o Excellent communication skills with non-technical stakeholders to ensure that they understand the available technology services, and to promote financial awareness to deliver value-for-money

o Strong analytical and influencing skills to assess demand for services and ensure that the necessary investments are made to deliver required services

o Able to negotiate at senior level on technical and commercial issues, to ensure that customers, suppliers and other stakeholders understand and agree what will meet their needs, and that appropriate service level agreements are defined

3 Continuity Management

o Sufficiently strong knowledge to lead technology service continuity planning and implementation (within the context of overall business continuity planning) Ensure business impact information availability

o Communication and liaison skills to coordinate the identification of information and communication systems which support the critical business processes, and the assessment of risks to the availability, integrity, and confidentiality of those systems

o Analytical skills to evaluate the critical risks associated with these systems and identifies priority areas for improvement

o Good at coordinating the planning, designing, testing and maintenance of procedures and plans to ensure that agreed levels of continuity are maintained

4 Professional Experience

o The jobholder must have technology service operations experience, including prior management experience in service management area As experience of the full technology service lifecycle is required

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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 20th May 2020

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