Role Purpose

The IT Service Owner (ITSO) is responsible for the on-going supply and support of a single or multiple IT Service to internal stakeholders. This job acts a point of contact for the internal stakeholders, accountable for addressing, overseeing, or managing enquiries related to provision of the Technology service. From an organizational perspective, the ITSO must operate within the context of the current and Target Operating model for Technology.

This role will carry out some or all of the following activities for either a single or multiple IT Services:

Responsible for defining the right service offerings to balance the business and customer needs and demands against costs.Accountable for overseeing design processes, solution architectures, and definition of key metrics.Act as a point of escalation for the development delivery teams.Accountable for ensuring that the implemented service meets the design and necessary functional and non-functional requirements, and any transition into the live environments is fully documented in the stipulated system.Continual Service Improvement – ensuring incremental improvements to the Service, corrective measures to recover service performance, and eventually the demise of the Service when it is no longer required.Engaging all relevant stakeholders to maintain visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached.Collaborating across DevOps teams to ensure consistency, and continuously improve Service Management Process execution. Provide guidance and help to DevOps teams in relation to Service Management Processes to balance speed to market against operability, stability and availability.

Service Strategy

Capacity Planning: Manage the day to day capacity and performance of the service. Conduct regular reviews of the metrics captured and identify potential areas of constraint. Assist ITID to plan the shared environment by providing updates of critical changes and growth figuresOperational Data Requirements: Ensure data required to document operational data is provided via the IT service acceptance process and associated Nonfunctional requirementsReviewing business service availability (PLA) hours and accommodate the OLA service hoursReviewing business performance targets PLA targets and adjust OLA targets accordinglyThe online hours of the IT Service must be agreed between consuming business and IT TeamsService threshold should be accurately defined by the service owner after reviewing, service and its associated network and infrastructure capacity and other factorsService targets/thresholds should support business service targets since technology service underpins business servicesService capacity and service performance requirements should align with the criticality of the service as determined by the business i.e. Tier 0 or Tier 1.Service Availability reporting must be available from third party providers where externally hosted.ITSO to ensure SLM team will demise the service in PLADA with all its SLAs, terms and conditions and service availability hoursTracking service outages and the impact on business, by Keeping track of monthly service availability measures to ensure all targets are metTracking PLA measures and ensuring all performance targets are metITSO should also inform SLM/PM/IM team of any service outage that has not been discussed in Daily Production Incident Support Standups (PSU)Review service availability measures against targets and negotiate with business and other stakeholders if targets need to be adjusted. This activity can be accomplished via the OLA renewal phase or can be requested anytime during the year

Cyber Security

Development to business applicationSoftware acquisitions – software supplied by a third partyThird Party hosted services (i.e. application or infrastructure hosted externally to the HSBC Network)Remote Access, network architecture design / reviewChanges to server configurationsDatabase security testingApplication and/or Infrastructure Security testing (i.e. new application / code changes to existing, server deployment)Regulatory deployments / enhancementsPrivilege access and user provision accountsPhysical security projects (i.e. Corporate Real Estate projects involving the movement and installation of IT equipment)‘Ad-hoc' requests, whitelisting URLS, SMTP requests

Major Challenges

Setting business expectations during projects’ phasesProducing with acceptable quality all relevant artifacts with relation to Group standard process (SDLC, RBPM, Agile)Meeting and copping with changing and challenging business requirementsBe flexible and cooperative and manage working under pressure

Management of Risk

The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Role Purpose

The IT Service Owner (ITSO) is responsible for the on-going supply and support of a single or multiple IT Service to internal stakeholders. This job acts a point of contact for the internal stakeholders, accountable for addressing, overseeing, or managing enquiries related to provision of the Technology service. From an organizational perspective, the ITSO must operate within the context of the current and Target Operating model for Technology.

This role will carry out some or all of the following activities for either a single or multiple IT Services:

Responsible for defining the right service offerings to balance the business and customer needs and demands against costs.Accountable for overseeing design processes, solution architectures, and definition of key metrics.Act as a point of escalation for the development delivery teams.Accountable for ensuring that the implemented service meets the design and necessary functional and non-functional requirements, and any transition into the live environments is fully documented in the stipulated system.Continual Service Improvement – ensuring incremental improvements to the Service, corrective measures to recover service performance, and eventually the demise of the Service when it is no longer required.Engaging all relevant stakeholders to maintain visibility on their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached.Collaborating across DevOps teams to ensure consistency, and continuously improve Service Management Process execution. Provide guidance and help to DevOps teams in relation to Service Management Processes to balance speed to market against operability, stability and availability.

Service Strategy

Capacity Planning: Manage the day to day capacity and performance of the service. Conduct regular reviews of the metrics captured and identify potential areas of constraint. Assist ITID to plan the shared environment by providing updates of critical changes and growth figuresOperational Data Requirements: Ensure data required to document operational data is provided via the IT service acceptance process and associated Nonfunctional requirementsReviewing business service availability (PLA) hours and accommodate the OLA service hoursReviewing business performance targets PLA targets and adjust OLA targets accordinglyThe online hours of the IT Service must be agreed between consuming business and IT TeamsService threshold should be accurately defined by the service owner after reviewing, service and its associated network and infrastructure capacity and other factorsService targets/thresholds should support business service targets since technology service underpins business servicesService capacity and service performance requirements should align with the criticality of the service as determined by the business i.e. Tier 0 or Tier 1.Service Availability reporting must be available from third party providers where externally hosted.ITSO to ensure SLM team will demise the service in PLADA with all its SLAs, terms and conditions and service availability hoursTracking service outages and the impact on business, by Keeping track of monthly service availability measures to ensure all targets are metTracking PLA measures and ensuring all performance targets are metITSO should also inform SLM/PM/IM team of any service outage that has not been discussed in Daily Production Incident Support Standups (PSU)Review service availability measures against targets and negotiate with business and other stakeholders if targets need to be adjusted. This activity can be accomplished via the OLA renewal phase or can be requested anytime during the year

Cyber Security

Development to business applicationSoftware acquisitions – software supplied by a third partyThird Party hosted services (i.e. application or infrastructure hosted externally to the HSBC Network)Remote Access, network architecture design / reviewChanges to server configurationsDatabase security testingApplication and/or Infrastructure Security testing (i.e. new application / code changes to existing, server deployment)Regulatory deployments / enhancementsPrivilege access and user provision accountsPhysical security projects (i.e. Corporate Real Estate projects involving the movement and installation of IT equipment)‘Ad-hoc' requests, whitelisting URLS, SMTP requests

Major Challenges

Setting business expectations during projects’ phasesProducing with acceptable quality all relevant artifacts with relation to Group standard process (SDLC, RBPM, Agile)Meeting and copping with changing and challenging business requirementsBe flexible and cooperative and manage working under pressure

Management of Risk

The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Experience

7 experience in IT: from gathering business requirements, analysis, to project managementProven experience of managing portfolio of servicesSolid experience in software development lifecycle, in addition to project management frameworksStrong understanding of service management, preferably ITIL certifiedProven experience of stakeholder management, producing reports and dashboards to senior management

Skills

Strong communication skillsEnd-to-end ownership mindsetTime management and handling difficult situationsProven ability to priorities competing demandsLeadership skills, and ability to influence othersIn depth IT technical knowledge (analysis, project management, and service management)Problem solving and managing customer expectations properly

Experience

7 experience in IT: from gathering business requirements, analysis, to project managementProven experience of managing portfolio of servicesSolid experience in software development lifecycle, in addition to project management frameworksStrong understanding of service management, preferably ITIL certifiedProven experience of stakeholder management, producing reports and dashboards to senior management

Skills

Strong communication skillsEnd-to-end ownership mindsetTime management and handling difficult situationsProven ability to priorities competing demandsLeadership skills, and ability to influence othersIn depth IT technical knowledge (analysis, project management, and service management)Problem solving and managing customer expectations properly