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Service Quality Manager

Service Quality Manager

HSBC Service Delivery (Polska) Sp. z o.o.Kraków, Lesser Poland, Poland
8 days ago
Job description

about-project :

  • The role of the regional Service Quality Manager is to identify, prioritise and drive service strengthening initiatives within a small team of SQMs across our digital estate. Incident data is a key driver of this work to identify patterns and trends with service impacting outages. The role will be working closely with the WPB wide resilience deliveries and risk and control functions. The role is for a Regional Service Quality Manager (SQM) for Digital Platforms to coordinate and lead work across global and regional Value Stream. The job holder will be located within the EMEA region to work alongside central service operations teams, Digital Platforms, and the regional business heads

responsibilities :

  • Work with key stakeholders to define, monitor and excel against our service quality targets for the Digital Platforms.
  • Work closely with the Value Stream in order to drive & track service quality improvements; reduce incidents, improve the mean time to recover and reduce change failure rates.
  • Lead initiatives around improving adherence to IT service controls and service management key control indicators.
  • Work with regional incident and problem management teams as part of post incident reconciliation representing Digital Platforms.
  • Lead and chair internal post incident reviews, identifying control & process failures for remediation by value streams.
  • Support the work with our internal Change Governance teams to drive change quality and reduce change failure rates.
  • Be data driven for identifying service improvements.

    • requirements-expected :

  • Proven experience in IT Service Management, with experience of the ITIL principles. A strong focus on Incident and Problem management processes and procedures within HSBC.
  • Experience of leading Post Incident Reviews and identifying improvement actions.
  • Experience of working in relevant technical environments similar to the digital customer facing applications or journeys.
  • Experience of producing thematic reports across large datasets.
  • Experience of working on IT service resilience programme that are focused to improve customer experience.
  • Strong decision maker and proactive self-starter. Able to self-motivate and be pro-actively.
  • Proven analytical skills & ability to deal with complex & technical data.
  • Confidence to challenge management of all levels to drive improvements.

    • offered :

  • Competitive salary
  • Annual performance-based bonus
  • Additional bonuses for recognition awards
  • Multisport card
  • Private medical care
  • Life insurance
  • One-time reimbursement of home office set-up (up to 800 PLN)
  • Corporate parties & events
  • CSR initiatives
  • Nursery discounts
  • Financial support with trainings and education
  • Social fund
  • Flexible working hours
  • Free parking

    • benefits :

  • sharing the costs of sports activities
  • private medical care
  • sharing the costs of professional training & courses
  • life insurance
  • remote work opportunities
  • flexible working time
  • integration events
  • corporate sports team
  • retirement pension plan
  • corporate library
  • no dress code
  • coffee / tea
  • parking space for employees
  • leisure zone
  • extra social benefits
  • employee referral program
  • opportunity to obtain permits and licenses
  • charity initiatives
  • family picnics
  • extra leave
  • In-office gym
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    Quality Manager • Kraków, Lesser Poland, Poland