Senior Manager, Continual Service Improvement

Job Description

• Continuously Improve ITSM Process towards simplification, automation, efficiency, and qualitative deliverables.

Role Description:

• Continuously strive to Identify areas of improvements, Analyse the challenges within the processes and tools and work out methodologies towards improvement in engaging with the relevant stakeholders towards qualitative and optimized delivery and performance. Enable Operations to perform and to mitigate risk with continuous and sustainable improvements in the realm of ITSM (Incident-Problem-Change-Knowledge-Event Management)

Responsibilities:

• Own and support Service Now migration; participate requirement, testing and after business go-live support.
• Play a key role in SSG (ServiceNow Support Group) in ensuring due support to users with smooth transitioning of ServiceNow.
• Enable process simplifications, efficiency and quality by automation and enhance value stream through Lean practices
• Identify, measure, analyse areas of improvement with respect to process, tools, metrics, risk, capacity, and knowledge pertaining to the domain/teams entrusted.
• Improve and optimize process efficiency and delivery by eliminations of waste, imbibement of lean, and integrating better ways of working by way of automation
• Effectively help the operations towards becoming Most Valued Process
• Pro-active data analysis to provide decision driving trend indicators to the Operations with respect to process gap and improvement.
• Drive improvement and mitigation initiatives identified from internal and external audit
• Drive Agility within Operations (as applicable part of improvement and process enhancement)
• Support Operations in Risk Management and Mitigation
• Drive through end to end improvement process life cycle on the ITSM tooling and development aspects (business analysis, requirement gathering, requirement provisioning, UAT, UVT, training & communication)
• Engage key stakeholders (Operations/Management) in the improvement initiatives and for informed decisions as required

Accountable:

• End to end Continuous Service Improvements initiatives and drives of the entrusted teams and domains

Consulted what activities/tasks that the role holder is expected to provide input on

• Process Improvement
• ServiceNow Transition / Migration
• Agile Imbibement within the Process
• Simplification / Automation / Lean
• Audit Remediation

Informed what activities/tasks that the role holder is expected to be involved in or be across

• All Continuous Service Improvements & Process Changes & ServiceNow & Trainings

Business

• ET ITSM

Processes

• Change Management, Problem Management, Incident Management, Knowledge Management, Event Management

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.
• Lead 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.

Key Stakeholders

• ITSM Operations, Risk & Audit, ITSM Management

Our Ideal CandidateAcademic:

• Bachelor s degree from an accredited college/university in an appropriate field

Professional:

• Ideally 12 14 years of experience in IT Service / Technology sector with exposure to IT Service Management (preferred if it is in the realm of Incident-Problem-Change-Knowledge-Event Management)
• Experienced in running continuous improvement activities via scientific methodologies such as Lean, Agile, Six Sigma, TQA etc

Skills:

• Strong organisational and project management skills with the ability to manage numerous deliverables in a timely and efficient manner.
• Proficiency in MS Office suites such as Excel, Visio, Power Point and Word; with Intermediate Excel knowledge in creating charts/graphs, utilizing pivot tables, and analysing data in detailed manner.
• Analytical skills in identifying trends and process variations with ability to problem solve.
• Strong communication skills: oral, written, presentation with ability to operate at both a strategic level and detailed level across diverse stakeholders.
• Self-independent and able to multi-task according to dynamic business needs; with the ability to work under pressure and with minimal supervision.

Personality Traits:

• Team Player natural ability to collaborate and work with multiple teams, stakeholders in a coherent and constructive manner. Strong sense of working together
• Self-Motivated Individual
• Capable of respecting and appreciating multiple opinions and understanding cultural differences

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 :
financesalesltdmisaccountancyit service managementenvironmental impact assessmentsix sigmams officelife cyclepivot tablesdata analysisstatements of work sow