Standard Chartered Bank Looking for Technology Service Manager at Greater Chennai Area Full Time

The Role Responsibilities

Job Role

The Technology Service Manager (TSM) is responsible for managing and delivering service management activities from the perspective of customer experience and engagement.

The person who understands the priorities, manages and groom the backlogs and ensuring services are compliant and will also keep constant relationship with country business and CTM related to SLI / SLO and NPS.

The person will also support the Delivery Lead and Product Owner in defining the mapping of customer journeys and SLO definition for observability projects.

Strategy

• Ensuring compliance of all services assigned to the TSEM and ensuring all SLAs are renewed on time and aligned to the new SLM process.

Business

• Demonstrate a thorough understanding of complex change concepts.
• Lead engagement teams and work with business to deliver professional services.
• Develop and maintain productive relationships with business management.
• Focus on deliverables and business priorities.
• Manage expectations of service.
• Understand the business’s and recognize key performance drivers and business trends.

Processes

• Familiar with Group Risk Management Framework. Ensuring compliance of all services assigned to the TSEM and ensuring all SLAs are renewed on time and aligned to the new SLM process.

People and Talent

• Establish relationship with country and CTM to help the Delivery Lead setup roadmap for SLI / SLO and XLA (new SLA) observability services.
• Work with the technical team to deliver the SLO definitions which has been agreed with support and country business and to ensure observability solution to be aligned with the requirements.

Risk Management

• Familiar with Group Risk Management Framework.

Governance

• Advocate delivery excellence for SLI / SLO and XLA, ensuring the release quality is aligned.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the team to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders

• Functions Management Team
• Functions – Applicable Internal Technology Stakeholders Cross Different Functions
• Functions – Applicable Internal Country Technology Management and Business Stakeholders

Other Responsibilities

• Multitasking ability and good communication skills
• Understanding of Agile practices and toolsets
• A track record of following through on commitments
• Excellent planning, organizational and time management skills

Our Ideal Candidate

• Bachelor’s degree.
• 5 years of experience in service management.
• Understanding cloud technologies like AWS, OCP and ELK and able to use and apply in work.
• Strong experience on enterprise monitoring tools, such as ITRS, AppDynamics, or Prometheus.
• Have an intellectual mind towards SRE and / or DevOps.

Certification

• Understanding of ITIL concepts and practices.
• ITIL foundation certification.

Role Specific Technical Competencies

• ITIL and Group Risk Framework
• ITSM Process, Governance and tools

­About Standard Chartered

We’re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we’ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you’re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can’t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you’ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental / maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies – everyone feels respected and can realise their full potential.

Recruitment assessments – some of our roles use assessments to help us understand how suitable you are for the role you’ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers

Job: Technology

Primary Location: Asia-India-Chennai

Schedule: Full-time

Employee Status: Permanent

Posting Date: 12/Sep/2023, 11:47:59 PM

Unposting Date: Ongoing