Location Kraków, Kapelanka 42a / REMOTE WORKRequired ITIL (Incident, Problem, Change, Request), Application Regional IT Service Management team is a part ofRegional CIO – Europe department that provides thecomprehensive IT support on Local and Regional
applications/services for countries in Continental Europe. The department hosts multiple roles to countries from regional perspective and conducts its own processes too.
The department was created to provide full life-cycle software manufacturing, deployment and support services to HSBC Business across Europe, hence task hifts amongst members are feasible based on preferences.
The position is dedicated to IT Service Ownership and IT Service Management with minor activities related to department organization (50/40/10).
ITSO (service owner) role is responsible for service BAU, controls and any upgrades required (50%)
Service Management in Regional CIO – EU is high level support of countries to meet KPI (40%) Basic department’s PMO activities (10%) All disciplines do not require to have technical knowledge.
YOUR RESPONSIBILITIES
This role will carry out some or all of the followingactivities
IT Service Owner scope
The IT Service Owner (ITSO)/Delegate is responsible for the ongoing supply and support of the IT services owned and provide a single point of contact for that services in line with standard IT Infrastructure Library (ITIL) Service Lifecycle phases, namely Service
Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
ITSO role doesn’t require deep technical knowledge, but a general, high-level knowledge of system connections and the way it operates.
- Being a contact or escalation point when requests for service information are requested from stakeholders
- Maintaining control environment ensuring quality is never compromised.
- Organizing service reviews and resilience tests
- Ensuring IT services adherence to Service Level Agreements and stakeholders communication
- Contributing to the development, direction and strategy of the overall Technology Service
- Management area
- Pro-active planning of service requirements (e.g. Evergreening, planning capacity upgrades) and regularly communicating the benefits and performance of their service to the Business (Product owners)
- Onboarding of IT Services into company’s systems (rarely),
- Delegating requests for information / completion of regular reviews to POD team members for completion, then consolidate information and respond to requester
- Updating all inventory tools to maintain service and application information
- Service Management
- The role will have a broad understanding and comprehensive appreciation across Service Management processes and principles – depending on remit. It will require more extensive knowledge of specific disciplines and the relevant processes.
- Providing subject matter expertise and consultancy to Service Management Disciplines and support to Service Quality Managers and Global Businesses/Global Functions in the promotion and adoption of Service Management best practise
- Providing functional support for Service Management tools, methods and processes to countries in scope
- Delivering the governance-based and global Service Management reporting
- Developing a strong working relationship with the business users and management in all supported sites
- Adapting of Configuration Management tools
- Actively participating in cross-country best practices meetings
- Adopting of processes to control requirements
- Advising on change management, incident management and problem management
- Gathering business impact of significant (non-major) incidents in country and engage support – ensure the proper escalation is done
- Participating in Change Advisory Board meetings and propose changes to review – ensure change quality standards are followed
- ServiceNow: creating dashboards, supporting users in queries around the Change, Incident and Problem disciplines
- Confluence: Managing team Confluence site, developing and moving existing processes to Confluence PMO Regional CIO – EU department has around 40 employees. There are some activities required to ensure it can operate.
- Opening new roles
- Extending position
- Onboarding candidates
SKILLS & EXPERIENCE WE REQUIRE
- Excellent English language communication skills, both written and verbal
- Strong analytical skills and lateral thinking
- Ability to work in a team of a diversified international environment
- Experience in IT Service Management
- Good knowledge of ITIL methodologies or can demonstrate use of such – mostly in the area of SLM, Service Continuity, Information Security Management, Change, Incident & Problem management
- ServiceNow is a must have
- Team player and adaptable to changes
- Experience of developing or supporting customer facing applications will be an added advantage
- Basic knowledge of IT technologies, their components and their operational environments
OPTIONAL/NICE TO HAVE
Other language skills (French, German, Spanish, Russian, Greek, etc..) can be considered as an advantage
WHAT WE OFFER
- An opportunity to broaden/deeper knowledge and expertise in global projects
- Line manager’s support in all aspects
- Positive working environment oriented on people
- Creative tasks, changing over time
- Contact with modern IT processes
- Childcare policy
- Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, multisport
- Work and Learn from teams with mature process and tools to ensure the best in class deliverables
