IT Asset Management

Job Description

Job Description<br><ul><li>To manage a small team of IT resources responsible for the implementation, and maintenance of a stable and reliable Delivery and Support environment, supporting all aspects of processor hardware, operating system software and middleware through maintenance of an effective relationship for the Group with various IT vendors, suppliers and partners. </li><li>Job holder is accountable for the IT Asset Management lifecycle, leads the Hardware compliance position for a specific scope. They will cover a specific region or geography providing approved asset needs assessment, acquisition management and operational and disposal plans, developed in alignment with the budget and in compliance with departmental policies and procedures. </li><li>To lead a team of User Support Analysts and contractors for providing efficient client delivery and support services for HSBC Offices and GSC users, leading a 24×7 team in order to facilitate installation and configuration of end user systems like PCs. and Printers. </li><li>Build and maintain effective working relationships with IT colleagues and implement efficient support processes which will improve the real and perceived level of service delivered. </li><li>The jobholder will work closely with IT teams in Egypt, MENA and GR team to increase the efficiency and quality of service as well as processes and procedures</li><li>Develop and improve vendor life-cycle management practices from start to finish. Negotiating with over 20+ vendors and keeping connections with them.<br><br></li></ul><strong>Driving Sustainable Growth <br></strong><ul><li> Ensure the right level of service is being delivered to the business services running on the Delivery and Support platform.</li><li> Manage continuous monitoring and improvement implementation on platform technical services.</li><li> Establish ambitious goals and improve overall quality of operations.</li><li> Accountable for the maintenance and delivery of hardware, system software, storage technical support and continuous Evergreening.</li><li> Ensure the hardware and software conforms to the Global Standard.<br></li></ul>To manage problem investigation and recovery.<br><br><strong>Achieving Excellence <br></strong><ul><li> Focuses on medium and long term goals even when under pressure or facing uncertainty.</li><li> Manages expectations, results and impact of agreed outcomes, thinking ahead to identify and overcome potential issues</li><li> Change and Implementation Management.</li><li> Defines and plans the end-to-end change approach accurately.</li><li> Manages the end-to-end components of the change journey, including defining and implementing the necessary mitigation plan for any risks/issues.</li><li> Drive Sustainable Growth, creates sustainable value by ensuring the management of the IT Asset Management lifecycle.</li><li> Ensure the effective control of IT Hardware</li><li> Managing risk responsibly. Protect HSBC from legal exposure for Software license management.</li><li> Collaborations, Puts time and effort into building and sustaining a network of relationships across the bank and the wider external community in support of the IT Asset Management Lifecycle</li><li> Achieving excellence, by planning for success Driving HSBC’s best practice through stakeholders, ensuring the use of assets is understood, leading to effective utilisation. Also driving HSBC best practice, with strategic partner(s), to facilitate more effective and efficient use of tools. Reconciling software products through internal governance processes.</li><li> To ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.</li><li> Develop and maintain business partnership with key service providers.</li><li> The role holder will support service owners across IT, interacting with RM for issues such as quality, ISR.<br><br></li></ul><strong>Customer Focus<br></strong><ul><li> Improves Customer Service.</li><li> Promotes and prioritises decisions or actions according to customer needs, encouraging others to do the same.</li><li> Keeps up to date with HSBC and IT strategy and external trends, using the information to enhance customer service.</li><li> Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.</li><li> To develop staff, perform appraisals, establish training plans, motivate, discipline, recruit and retain staff. To assist the team in promoting the highest professional standards within their technical environment.</li><li> Collaboration – Seeks and listens to feedback non-defensively and uses mistakes, failures and successes as data for future planning and development. Accepts personal responsibility and encourages others in completion of tasks on time and to the highest quality. Is able to handle concurrent activities effectively, planning activity and prioritising accordingly ensuring collaboration and consistency across domain.</li><li> Is able to handle concurrent activities effectively, planning activity and prioritising accordingly.</li><li> Effectively deploys basic coaching techniques. Able to coach individuals on a specific skill or subject-area. Is able to offer guidance and suggestions for improvement, providing clarity around performance expectations.</li><li> To 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.</li><li> To adhere to and be able to demonstrate adherence to internal controls.<br></li></ul>Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets<br><br><strong>Leadership &amp; Teamwork<br></strong><ul><li>Maintain excellent working relationships with all other IT support staff, PMO, Client platforms as well as relationship managers in Egypt and GR team. </li><li>Lead by example in everything you do coaching, developing and motivating your team.</li><li>Work collaboratively and communicate effectively </li><li>Build rapport within and across teams, to improve service delivery and achieve bank objectives.</li><li>Pro-actively manage overall user support services delivery to meet internal targets</li><li>Develop and train the less experienced team members in IT Client Delivery.</li><li>Develop the team, establish training plans, motivate, and retain staff / contactors and to assist the team in promoting the highest professional standards within their technical environment.</li><li> Hold regular team meetings to ensure information is cascaded.</li><li> Contractors and staff retention and performance to an acceptable standard.</li><li> Regular meeting held with team members. All guidance/training provided as appropriate with any development plans filed on the system.</li><li> By having excellent interpersonal skills and understanding the needs and issues of IT support staff and Relationship Managers</li><li> Lead by example excellent customer service and support of the team.</li><li> Build constructive relationships outside own team to benefit service delivery.</li><li> Delivery against specification/customer need and on time</li><li> Providing training, mentoring, coaching, and leadership for desktop engineers.<br><br></li></ul><strong>Major Challenges <br></strong><ul><li> Complex support model providing service to GR users with GR standards and settings.</li><li> Developing and retaining highly motivated technical team with acceptable turnover.</li><li> Producing documentation/communications of a high quality which are clear and are easily understood.</li><li> Ensure all aspects of the environment are maintained efficiently with minimal disruption to the customer base.</li><li> Maintaining a customer service attitude which represents the EUS Support model in a purposeful manner and IT team as a whole.</li><li> Identifying areas of potential service improvement and efficiencies.</li><li> Manage/coordinate projects, conforming to project management standards, guidelines and techniques.</li><li> Manage small teams during the implementation of specified projects.</li><li> Provide technical training to junior members of the team.</li><li> Ensure that the disaster recovery measures are implemented and updated with environment change.<br><br></li></ul><strong>Role Context<br></strong><ul><li> EUS IT Asset Management is part of Egypt Information Technology, required to work closely with GR team and follow GR standards.</li><li> The role holder is accountable for the IT Asset Management lifecycle, leads the Hardware compliance position for a specific scope. They will cover a specific region or geography providing approved asset needs assessment, acquisition management and operational and disposal plans, developed in alignment with the budget and in compliance with departmental policies and procedures</li><li> The role holder is expected to work with higher level of independence, take actions and decisions in area of responsibility with minimal support from line manager. The role encompasses direct leadership of client delivery analyst and contractors within that context.</li><li> The primary responsibility is to provide leadership to ensure desktop IT functionality and service is maintained to agreed service levels and standards.<br><br></li></ul><strong>Observation of Internal Controls <br><br></strong>The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.<br><br>The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.<br><br>This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.<br><ul><li> Egypt IT currently supports 3,000+ users within HSBC different entities operating in Egypt with :100 office and 1800 Desktops and 1200 Laptops as well as 377 Printers and 100 Scanners .</li><li> The smooth operation of the IT Asset and infrastructure is critical to HSBC and responsibility also extends to Group Companies offices in MENA and interfaces with the Group’s international networks as and when required.</li><li> This role has no budget responsibility but may monitor costs on behalf of the budget owner.</li><li> This role has no line management responsibility but may supervise the work of junior staff.</li><li> This role has no functional management responsibility.<br><br></li></ul><strong>Requirements<br><br></strong><strong>Knowledge</strong>:<br><ul><li>Excellent knowledge of HSBC systems and Information Technology </li><li>Very good level of understanding of user hardware and software and general Information Technology principles </li><li>Have in depth knowledge of Information Technology understanding policy, processes &amp; procedures. </li><li>In depth knowledge of best practice within a support/operational environment. </li><li>Good understanding of appreciations in the business environment and imperatives<br><br></li></ul><strong>Experience<br></strong><ul><li>2-5 years of experience in Information Technology.</li><li>Proven track record of ability to manage and prioritize service delivery within a diverse and constantly changing technical environment. </li><li>Proven ability to prioritize competing demands.</li><li>Experience of dealing with commercial pressures and effective communications with suppliers.<br><br></li></ul><strong>Skills<br></strong><ul><li>Excellent inter-personal and negotiation skills including the ability to influence peer group.</li><li>Strong analytical skills to quickly assess situations, their impact and options for resolution.</li><li>Ability to work under pressure and deliver within limited timescales</li><li>Excellent problem solving skills and ability to find logical solutions to problems and manage to resolution. </li><li>Excellent communication skills, proven with customer and peer groups.</li><li>Effectively co-ordinate delivery of services involving elements delivered by other internal / external teams.</li><li>Project implementation skills.</li><li>Strong leader, capable of motivating and ensure engagement of the team.</li></ul>