Technology Service Manager

  • Company:
    Standard Chartered Bank Ltd
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 weeks ago
  • Category:

Skill: service level , itil framework , senior manager , problem management , service transition , technology management , project manager , system development , project management , service management , it , service improvement; Exp: 5-8 years; Periodic scheduled Service Level Agreement reviews must be conducted to ensure the negotiated agreement remains valid and reflects the customers requirement accurately. SLAs must be signed-off and published to all relevant stakeholders before a service is released into production. Appropriate metrics to measure the effectiveness and efficiency of the Service Level Management process must be tracked. Report DR availability as per Business SLA in accordance to its BC Level and communicate with Stakeholders on DR outcome. Ensuring the readiness of technology support to manage the service level agreements and continuity plans with the Business. Capacity Management – Ensuring a Capacity Plan exists, is relevant and delivering value including business planning forecasts are aligned. Represent success and challenges in this process at ORF/ORC and PGC forums. Establish a capacity plan for the application service that documents current utilization and forecasted requirements. This plan needs to be delivered by Capacity Manager with input of the forecasted business volume of transaction and users. With the Capacity Plan, the capacity forecast will deliver the trend and the threshold will be adequately defined. Ensure service levels are properly aligned to the business activities (i.e. current and growth). Assist businesses make the right IT investment decisions with confidence through Capacity Management. Service Transition – Ensure the SLA prepared by TPM accurately carries the business expectations and requirement, and the process for writing it begins at BRD stage. TSM will provide the final review of the assessment and deliver the sign-off prior to the Production Change. Work with Business Owner (BO), Business Programme Manager (BPM) and Technology Programme/Project Manager (TPM) to establish business expectations of the application service in production (during BAU). These will be included into the non-functional requirement in BRD. These will form building blocks to the Service Level Agreement. Ensure the SLA prepared by TPM accurately carries the business expectations and requirement. These written commitments are evident in the design and build of the application service. These deliveries can be validated by PSS. Review and continue to highlight any disputes from the agreed Business Requirement Document (BRD), Non-Functional Requirements (NFR) and SLA. Note NFR – Attributes such as performance, security, usability, compatibility. Production Readiness Assessment (PRA) process is a key decision point. Throughout the project process, PSS will provide the assessment at different defined stages. TSM will provide the final review of the assessment and deliver the sign-off prior to the Production Change. The candidate should ideally be familiar with the following Must have prior knowledge to project management skill sets. Experience of managing small/ medium projects. Working knowledge and experience of ITIL framework. Working knowledge in handling high severity incident calls, proactive leadership in managing issues to resumption and closure. Familiar with Group Risk Management Framework. Familiar with Business Product domain and business process. Familiar with Regulatory policies from Group and Country regulators. Proactive and positive mindset. Generic Measures of the Role – Include both qualitative and quantitative metrics To apply knowledge of Group Technology Service Management and best market practice to deliver service level expectations to stakeholders of both business and technology. *Reporting Relationships – Indicate reporting relationships (functional and matrix where applicable) for role holder Senior Technology Service Manager *Skills and Knowledge – Outline the key skills and knowledge areas linked to the achievement of required performance standards in the role. Also indicate those areas where further development of a skill or knowledge area is associated with excellence in the role Essential experience The successful applicant would have previous experience in project management and PSS management. Familiarity with ITIL framework. Hands on experience in managing and driving high severity incident calls. Analytical and problem solving skills. Strong technical experience in people management. Excellent Communication, Organizational and interpersonal skills. Experience of writing detailed reports, RCA, SIPs and timely accurate updates in event of high severity incidents. Ability to work under pressure to meet targets. Should bring a strong sense of ownership and must be driven to deliver tasks to completion. Minimum 5 years experiences in IT and Application Support, Service Management discipline background. Introduction 2 Leading the way in International Banking. With more than 86,000 employees in 68 countries, and a 150-year history in some of the worlds mostdynamic markets, Standard Charteredislisted on the London andHong Kong Stock Exchanges as well as the Bombay and National Stock Exchanges in India. See our history We have an opportunity for.Enter JD here! Introduction 3 Leading the way in International Banking. Standard Chartered is one of the worlds most dynamic and exciting international banks. Once you havejoined the team, we offer many opportunities to expand and grow your career. The successful applicant will….Enter JD here! Proposition 1 -A diverse culture We are committed to building a culture that fosters a diverse and inclusive environment thats free from bias, where everyone can realise their full potential and make a positive contribution. This is just one of our values that is expressed in our brand promise here for good. Apply Now… Proposition 2 -Rewarding good performance To us, good performance is about much more than turning a profit. Its about showing how you embody our corevalues and mantra here for good. And if you perform well consistently, well give you the rewards youdeserve. Are you looking for a career that can expand your horizons? We have one.. Proposition 3 -Career development If youre a bright mind with big ambitions, well actively encourage you to fulfil your potential. Thanks to our rich and varied international footprint, we can offer exciting opportunities working across different countries and cultures. Apply Now and take the next step in fulfilling your potential.

Project Leader/ Project Manager


Experience: 5-8

Function: IT Software : Software Products & Services