Job Summary

The role is accountable for the delivery and quality of stable and flexible Technology Services to meet the needs of the domain. 

This role will engage consistently with teams throughout the whole lifecycle of IT investments, from initiation of new services through to production operation and support of the entire production technology estate. With this they will contribute to the overall definition of the governance of Service Management to which will be aligned to the overall roadmap and strategy of the bank. 

They will also play a key role in managing stakeholder relationships (including service delivery teams, technology domain teams and external vendors/ suppliers) and expectations as well as alignment to the CST Service Management roadmap.

Strategy
Define and communicate CST annual objectives and metrics ensuring alignment to wider ICS, TTO and Group objectives. Provide accurate monthly status reporting in ICS Protect forums, MT Meetings and coordinate any corrective action required to meet objectives that are lagging.

Business
•    Maintain strong stakeholder engagement with ICS CST MT, ICS Protect MT, ICS Cyber Operations MT and ICS MT to ensure alignment across stakeholder groups.
•    Work with the ICS CST MT primarily to ensure work is prioritised across competing demands to achieve the committed outcomes for CST.
•    Support the Hive Lead of CST Service Management in developing high quality materials for use in various governance forums to enable clear and transparent reporting of risks, progress, and strategic trends to senior stakeholders across the bank, along with external stakeholders as required.

Key Responsibilities

Processes   
•    Own the relationship with ICS Management (other domains in the Bank inclusive), acting as the interface between Technology and Business.
•    Managing Service Level Agreements (SLA) between Technology and the Business.
•    Monitoring and reporting around service levels and availability.
•    Conducting service reviews with the business, which incorporate current performance & improvement program, as well as seek to understand business priorities & future requirements.
•    Managing communications with the business during any high severity incident.
•    Managing end to end change management process within the domain.
•    Management DR drills within the domain along with ensure good governance of the IT resiliency process.
•    Should have passion for learning and able to adapt to continuous growth and change within the CST service management team.
•    Stake holder management skills are also a must.
•    A team player.

Governance
•    Oversee the definition of a set of key deliverables and KPIs which enable tracking of delivery.
•    Support Global Head CST & ICS Protect MT to ensure CST wide adherence to annual conduct & mandatory compliance standards.

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.

Skills and Experience

•    ICS Cyber Security Technology Management Team
•    ICS Protect Management Team
•    ICS Cyber Operations Management Team
•    ICS Management Team (MT) Members
•    Chief Information Security Officers (CISOs) across all businesses and functions
•    Chief Information Security Risk Officers (CISRO/ISRO) across all businesses and functions
•    COOs/CIOs of different businesses/functions
•    ICS Risk and Governance Management Team (R&G MT) Members

Qualifications

• Good understanding of service level indicators applicable to CST and able to derive supporting SLIs to ensure compliance with said service levels.
• Preferably with exposure of diverse technology platforms & able to connect the environments together.
• Have good technical understanding on infrastructure and application environments.
• Very strong communication skills: oral, written, presentation, facilitation.
• More than 10 years of working experience within the same or related field
• Experience in service Management and Change Management  perferred.

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.