The IT Service Owner (ITSO) is a named individual who has responsibility for the ongoing supply and support of an IT Service and provides a single point of contact for any inquiries related to provision of the service The Technology Service Owner (TSO) is responsible for governance and compliance of single or multiple technology service(s) with HSBC’s policies, procedures, and controls.
Act as a point of escalation for IT Service Management, Business Service Owners, and 1st Line of Defence functions.
Engage all relevant stakeholders to maintain visibility on their service availability, operability metrics, risk appetite, incidents, and control effectiveness.
Facilitate collaboration across teams to ensure consistency, and continuously improve service management process execution. Provide guidance and help to teams in relation to service management process governance and adherance.
Service Owners are responsible for understanding the Key Control requirements of the processes supporting their services inc. but not limited to; Service Continuity, Capacity Management, Cyber Security, Access Control, Disaster Recovery, Performance Monitoring, and Configuration Management.
Ensure services are accurately recorded in HSBC’s Technology Inventories.
Manage the day to day capacity and performance of the service. Conduct regular reviews of the metrics captured and identify potential areas of constraint. Work with ITID to plan the shared infrastructure by providing updates of critical changes and growth figures.
