Service Excellence

**Some careers shine brighter than others.**

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Technology teams in the UK work closely with our global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply and securely. They also run and manage our IT infrastructure, data centres and core banking systems that power the world’s leading international bank. Our multi-disciplined teams include: DevOps Engineers, IT Architects, Front and Back End Developers, Infrastructure Specialists, Cyber Experts, as well as Project and Programme Managers.

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As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution._**

The **Service Excellence & Technology Risk and Control Book (TRCB) lead** for the Oracle Fusion technologies VSATT will drive service excellence. This involves supporting operational resilience initiatives; Ensuring adherence, and driving improvement, regarding GCIO DORA metrics; Improving the technology risk and control book of work to maintain compliance. Supporting key initiatives across the Fusion technology estate to evolve and improve the support practices and engagement with our users.

The role holder needs to be experienced in the run the bank (RTB) side of working within cloud technology, either managing or operating within a team. Prior knowledge of the key GCIO initiatives from an operational resilience and technology risk and control book of work and a proven ability to drive a strategy to execution.

In this role you will:

- Work closely with the Fusion IT Service Owner, engineering PODS and wider operational teams collaboratively to drive service excellence and improve the Oracle fusion technologies resilience position.
- Deliver and support the evolution of several KPI reports that will measure and help drive a target-based approach to incrementally improving the support processes and target operating model.
- Excellent communication skills both written and verbal to collate and present a wide range of management information from project management dashboards, town halls and monthly presentations to key stakeholders.
- Attend and chair key service management forums working closely with our teams and external cloud partners to drive the strategy.
- Deliver an effective service to key stakeholders managing a number of concurrent activities, while working to fixed time lines.
- Ensure continuous improvements are adopted across the work practices and tooling utilised across the team.

To be successful in this role you should meet the following requirements:

- Experience of managing complex deliverables and strategic requirements and helping drive these to production;
- Exposure and understanding of Enterprise Resource Planning systems with specific focus on Oracle Fusion
- Proven experience within or operating from an IT Service management environment
- Risk Management and control understanding.
- Demonstrable experience within Continuous Service Improvement.

This role is based in Sheffield and offers hybrid working.

**Opening up a world of opportunity**

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
Telephone: +44 207 832 8500