Manager, Service Performance Management

Job Description

Make an impact every day with Trust, Data and Resilience (TDR)Our TDR team sits within the Group Operations function and is responsible for mission-critical areas including cyber, information, data, privacy and resilience. These are challenges that impact our clients globally. Our TDR team develops the platforms, drives the processes and builds partnerships to benefit millions of people every day. They thrive in providing solutions to complex issues, devote time and energy to designing new and innovative solutions, and all in an environment that demands being risk-aware, not risk-averse. TDR chooses progress over perfection and aims to always participate with a constructive purpose. The team makes an impact wherever they are based, be it in our offices around the world, our Global Business Solution centres in China, India, Malaysia and Poland, or even from our home.Now you have an opportunity to make a meaningful impact with a diverse and passionate team of creators, innovators and achievers. With us, you ll learn, be inspired, and make an impact every day. The success of our work hinges on how we use the unique diversity of our people to realise the effects we seek to achieve: Always on. Always safe. Always Simple.The Role ResponsibilitiesAccess Management & Data Protection team is made up of cyber security thought leaders, who are accountable for provisioning Access Management, Data Discovery & Classification, Information Rights Management and Data Leakage Protection services that play key roles in improving Bank s cyber security posture by preventing, detecting and minimizing the impact of developing cyber threats.The teams collaborate and provide complementary services in order to allow efficient management and timely response to information and cyber security incidents, and therefore ensure and support the continuity and growth of Bank s business operations and meet the both internal and external stakeholders expectations across 70+ countries and territories, in which SCB operates.This is a Service Performance Management role who will report directly to Lead, Governance, Process & Service Management. The role will be responsible for effectively manage service and stakeholders providing transparency and a single interface for escalation across the Access Management and Data Protection processes.This role has the accountability to uplift the maturity of service performance management operations to ensure stakeholders have a complete view of AMDP service through regular governance forums, metric reporting and to communicate AMDP service achievements.Strategy & Operational Activities

• Being a key interface for the ICS Heads and our CIO partners to assist them in having a complete view of the ADMP Services and interfacing them directly with the ADMP Service Heads and/or Project teams.
• Escalated all stakeholder(s) queries to the relevant ADMP Head/Lead and track to resolution.
• Ensure metric breaches/service issues have been investigated thoroughly and treatment plans in place to be conveyed in Service Review.
• Generate regular Service Packs Include control and service metrics, emerging themes on service issues. This will be both at a portfolio and granular.
• Hold regular Review Meetings - Conduct, minute and track all actions to completion.
• Communicate ADMP Services achievements.
• Seek constant feedback from the stakeholders, implement changes and improvements as needed.
• Work with stakeholders such as business users, COOs, CIOs, technology groups, End User Services, Secure Design Centre, CISO, IT Risk etc. to ensure the continuous improvement of the banks Cyber Security capabilities.

People and Talent

• Facilitates collaboration between the teams within Access Management & Data Protection
• Continuously builds relationships with different stakeholders within and outside of Access Management & Data Protection to strengthen the team s brand and eminence
• Individual contributor and team player
• Highly entrepreneurial with high level of energy, dedication and an unrelenting drive to deliver value with the focus on value form collaboration and learning loop.
• Strong sense of responsibility to deliver upon commitments with confidence in teamwork value.
• Is confident and will roll-up his/her sleeves to help others achieve.
• Able to get things done in a quick-paced environment with changing operational priorities. Be transparent and open around what works and what doesn t.

Risk Management

• Help team leads communicate identified risks and issues.
• Identify operational risks
• Lead through example and promote the appropriate conduct, culture and values.

Governance

• Perform analysis on key metrics to identify potential service degrades or emerging systematic issues and provide timely reporting against them.
• Jointly ensure that the team s book of work progress continuously and timely.

Regulatory & 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Cyber Security Services Service Heads, Service Managers
• Access Management & Data Protection - Programme Directors, Project Managers
• CISO/ICS Heads/IT Operational Risk
• Other relevant functions such as CIO teams, Technology Services (End User Services, Infrastructure Services etc.) or business / functions

Our Ideal Candidate

• Degree in Engineering, Computer Science/Information or Business Administration or Management.
• Minimum 10 years experience in Project Management.
• Minimum 10 years experience in Service Management / Service Delivery.
• Knowledge of cyber security frameworks, information security principles, architecture.
• Strong management, leadership, problem solving (critical thinking), motivational, interpersonal and communication skills.
• Customer focus; Strong integrity, independence and resilience.
• Excellent communication/presentation skills oral, written and presentation; technical reporting writing across various types of target audiences.
• Strong in excel (intermediate or advanced level) and is experience in performing data analysis and exploration (trend analysis), designing (at least to be able to provide requirements on) data visualisations to present trends or emerging patterns.
• Experience of influencing relevant stakeholders and decision makers.
• Highly entrepreneurial with a high level of energy, dedication and an unrelenting drive to deliver value.
• Strong sense of personal ownership and responsibility in accomplishing the organisation s goal. Is confident and will roll-up his/her sleeves to drive success
• Able to get things done in a quick-paced environment and able to work in tight timeframes. Be transparent and open around what doesn t work and what does
• Good working knowledge of software application: Outlook (advance), Word (advance), PowerPoint (advance) and Excel (advance). Tableau and MicroStrategy is optional but preferred.
• Ability to mentor and train Service Managers and other practitioners in all service management best practices.
• One or more of the following certifications will be preferred:
  • ITIL Foundation Certification (ITIL)
  • Project Management Professional (PMP)
  • Certified Information Security Manager (CISM)
  • Certified Information Systems Security Professional (CISSP)
  • Certified in Risk & Information Systems Control (CRISC)
  • Certified Information Systems Auditor (CISA)

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 :
information rights managementit riskkey metricsdata leakagemusic makingdata analysiscyber securityproblem solvingequipment supplyaccess managementsecurity services