Designation : Team Leader
Position Overview The Service Management Lead is a role responsible for leading activities associated with effectively managing the Level 1 Application Support Team of MCIT adhering to HSBC ITSM processes across all products supported.
In addition the service management lead will also be responsible for the performance management of said team Responsibilities
Defining, implementing and maintaining standards for IT Service Management
Continuous improvement of Service Management process
Consult in defining SLAs and OLAs for each product
Ensuring that services are defined, that continuous service operation process work in practice and ensure zero SLA breaches
Create and update service management dashboards
Accountable for tools, templates and methodologies necessary to connect support team to development teams
Provide Subject matter expertise and act as ITIL process advocate to design and implement ITIL processes
10+ Experience in an IT based environment
5+ Experience in IT service Management
Incident Management, Problem Management, Stakeholder Management.
Bachelor’s Degree in IT / Computer Science
Experience in business process improvement frameworks such as ITIL