Job Summary

The Service Management Specialist is responsible for ensuring the effective delivery, support, and continuous improvement of IT services within the organization. This role acts as a bridge between business users, and external vendors to maintain high service quality and operational excellence.

Key Responsibilities

Strategy

Oversee day-to-day IT service operations, ensuring adherence to SLAs and KPIs especially for CASH applications.

Business

The Service Management Specialist will work closely with the Payments Business, guiding the support team from a process perspective, including specification, documentation, SLA renewal, and handover to operations. This role ensures seamless collaboration with other SCB teams, securing the necessary support to deliver solutions that meet business objectives within time, process, compliance, governance, and quality constraints.

The specialist will also maintain comprehensive service documentation and ensure compliance with internal and external standards.

Processes

A process-driven approach in service management ensures operational efficiency, accountability, and high-quality service delivery aligned with business objectives.

- Defining clear service processes and workflows for incident, problem, change, and request management.

- Establishing and maintaining service level agreements (SLAs) to set expectations for performance and response times.

- Documenting all processes, procedures, and responsibilities to ensure consistency and compliance.

- Monitoring service performance through metrics and regular reviews, enabling continuous improvement.

- Ensuring effective communication and collaboration between business, IT, and support teams.

- Implementing governance and compliance checks to align with internal policies and external regulations.

People & Talent 

This role focuses on defining best practices, standardizing engineering processes, and enabling continuous improvement across production platforms. Facilitating knowledge management and training to empower teams and improve service quality.

Risk Management

Responsible for adhering to the established process of Incident, Problem, Change and Release management. Responsible to proactively identify the risks in the application and manage the mitigation actions. Responsible for managing, tracking and timely closure of risks and other compliance related issues in Riskwise. Participate in internal / external risks and responsible for timely closure of audit action items.

Key Responsibilities

Governance 

Promote an environment where compliance with internal control functions and the external regulatory framework.

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.

Key stakeholders

Cash Hive, Cash Products, CMO Cash Ops team, Biz Ops, Incident and Problem Management Team

Skills and Experience

Qualifications

• BE - 25 years of technology experience with banking domain.
• Project management, communication, and stakeholder engagement skills.
• Proven ability to drive continuous improvement and deliver business value through technology.
• Familiarity with service management frameworks.
• Ability to work with geographically dispersed and highly varied stakeholders.
• Very good communication, and interpersonal skills to manage senior stakeholders.

Competencies

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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.