Technology Service Engineering Manager

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role ResponsibilitiesThe Technology Service Engineering Manager (TSEM) 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.The Technology Service Engineering Manager can have delegated responsibility to support in

• 9 -13 years of experience.
• 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.
• 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.
• To ensure governance of business services, ITAM (CMDB), audits, business capacity forecast is aligned to the Bank s standards.
• Support the technology customer journey mapping for the Customer Experiences projects aligned with the Business & CPBB Strategies, and work with business from time to time as a business analyst when required.
• 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 delivery the SLO definitions which has been agreed with support and country business and to ensure observability solution to be aligned with the requirements.
• Advocate delivery excellence for SLI/SLO and XLA, ensuring the release quality is aligned.
• Manage stakeholders as required.
• Establish service management roadmaps and reusable tools for automation and standardization for service management activities.

Key Stakeholders

• RPBWM CPBB Channels, Engagement & Experience Management Team
• CPBB Applicable Internal Technology Stakeholders Cross Different Functions
• CPBB Applicable Internal Country Technology Management and Business Stakeholders

Other Important Skills and Knowledges

• 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 (or equivalent experience)
• Have 9 to 13 years of service management for services used in the Bank.
• Experience on observability, SLI/SLO and understand experience monitoring.
• Understanding of ITIL concepts and practices.
• Has ITIL foundation certification.
• Having SRE foundation certification is a surplus.
• Ability to think logically and able to solve problems in an optimized way.
• 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
• Must have the ability to work in a dynamic, fast-paced environment
• Strong communication skills to interact with many different personalities/ stakeholders and reach consensus when necessary
• Experience with agile frameworks (e.g. Scrum, Kanban, Lean) and toolsets (Git, JIRA, Confluence)

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
safetycommissioningpreventive maintenanceisodocumentationrisk managementtime managementmonitoring toolsbusiness analysisservice managementtechnology managementitil foundation