Requirements

Responsibilities

Scope Of Role:

• The purpose of this role is to help business to manage all Technology Production Services used by SCB (China) Ltd to ensure its availability to support the business operation and performs in accordance to the agreed Service Level agreements. This role shall be supported by a team of Service Managers, where required.

Key Responsibilities/Challenges:

• Manage the Technology Production Services with a Service Management team to ensure the below goals are achieved and the Technology Operations are running with very minimal risk.

• Service Management & Delivery:

• Track performance and stability of key technology services, and responsible for service performance reporting.

• Ensure issues are recorded centrally (via ITSC incident tracking system), and tracked accordingly to resolution.

• Ensure root cause analysis is attained for all high severity incidents and preventive actions are defined and implemented. Provide quality input into the post mortem process.

• Own and implement the relevant service improvement initiatives with assistance from Technology Service Managers.

• Support Head, Service Management (and/or CTM) to perform Trend analysis on incidents related to the application to increase understanding of weak points in the end to end solution. Drive actions to address findings and ensure closure of all agreed items.  

• Technology Change Management:

• As one of the Change Approvers for all technology changes affecting SCB (China).

• Drive PRA process for all major change implementation for country. Ensure all due diligence conducted before change implementation.

• Participate in PSCs and/or working groups of major projects. Ensure compliance to Service Integration Process & appropriate transition process and production readiness review of significant system changes are performed.

• Work with other areas of TPS to ensure new local system is deployed into production seamlessly according to a predetermined and tested plan

Selection Criteria:

• Must be a self-starter with excellent service attitude.

• Strong business acumen to understand business impact and risks in the Banking environment.

• Analytical and be able to apply disciplined approach in delivery.

• Excellent communication and influencing skills, able to manage multiple stakeholders.

• Proficiency in Chinese language preferred due to the need to understand local regulation and draft respond to regulators.

• Strong vendor management skills.

• Customer focused .

• Strong Project Management and good understanding of Software Development Life Cycle a must.

• Prior service management or operations experience in Banking Technology will be an advantage.

• Familiar with complaint management process would be a plus.

• Familiar with ITIL is necessary.

• Able to lead and motivate people.

• Good understanding of SCB systems and processes (for internal JW only).

Company information

Contact information