Job Description

The Role Responsibilities

Job Role

The Technology Service Manager will implement and execute best in class technology service management standards, leading the Bank closer to its aspiration of \xe2\x80\x98Always-On\xe2\x80\x99 by strengthening Tech Service Availability, Reliability, Supportability and Maintainability process and practices.

• Own end-to-end service management function of more than 40 technology services for Client Coverage Business in all regions and markets where SCB operates.
• Provide seamless service experience throughout the technology service lifecycle, ensuring that technology services are future proof and aligned with the overall objectives and governance standards of Group and Regions business.
• The role will be the owner of key technology support process (for example Incident Management, Change Management, and Service Level Management processes within CCIB space), ensuring high levels of industry best practices performance in these processes, accurate reporting and establishing service improvement activities when required.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Accountable for the quality of technology Service and performance; ensuring future demand from growth is understood and factored into capacity plans for all associated systems.
• Responsible for engagement with the business for product volumes across markets, new clients, key / hyper care clients and pain points across geographies.

Strategy

The role will design and enable the offering, provisioning, support, and perpetual improvement of CCIB technology services to Group and Regions business.

• Define the strategy and execute Client Experience Level Management measures to manage Client Experience on technology platforms. By using Client Experience indicators, the role will implement measures to increase SCB competitiveness among its competitors in all market.

Business

The role will create a robust and resilient function to address Client issues and concerns with technology services and technology platform.

• Engage actively with CCIB COO\xe2\x80\x99s community, Regional COOs, Global and Country Client Services Groups for resolution of Client issues and overall, Client Experience improvements.

Processes

The role will be the owner (definition and execution) of the key technology support process within CCIB Production Engineering SRE domain.

Risk Management

• Provide input to different risk and Governance bodies as key stakeholder for assessment and mitigation of risk.

Governance

The role will be accountable for technology service governance and ensure effective governance is in place for implementing, maintaining, supporting and improving technology services and service standards.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group\xe2\x80\x99s 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 [CCIB Technology Service Management function] to achieve the outcomes set out in the Bank\xe2\x80\x99s 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

• COO, Client Coverage
• COO, Cash, SG and SEA
• COO Cash, HK and GCNA
• COO, Southern Africa and COO Cash, AME
• COO, Trade
• Global Head, Cash Client Services
• Global Head, Cross Border and GBS, Cash Operations
• Global Head, TB Client Services
• Global Head, Client Coverage
• CIO, CCIB
• CIO, CC and CF
• CIO, Cash
• CIO, Trade
• CIO, Digital Channels and Data Analytics
• Global Head,Cash Risk and Control
• CPO Cash Client experience
• Head, Digital Platforms and Innovation
• Global Head of Production Engineering - TB, DCDA, CC&CF
• Head of Production Engineering, TB - CC&CF

Our Ideal Candidate

• Preferably ITIL Intermediate or Expert Level Certification
• Should have 10+ years of experience in Technology Service Management, Preferably Banking/Financial Institution
• Knowledge in Payment process in flow, especially for corporate clients
• Project and Program Management is an added advantage
• Technology Service Management, Data Analytics, Service Management, understanding of Bank\xe2\x80\x99s technology and business processes

Role Specific technical Competencies

• ITIL
• Technology Service Management
• Transaction Banking

\xc2\xadAbout 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.

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