Head, Service Management Office

Job Summary

We are seeking a talented, passionate and experienced individual to join the Bank’s Technology & Operations (T&O) organisation to lead the Banks newly formed Service Management Office (SMO). 
This role is responsible for designing and running the Service Management Office and associated supporting capabilities such as the underlying framework for the target operating model and the associated tooling for the Bank. The Service Management Office is an entity that is independent of Service Providers and Recipients, and the scope includes management and governance of the Bank-wide Service Catalogue, associated tooling, reporting, and insights. The role-holder will work closely with key stakeholders across the Bank to ensure that over 500 services are costed, performance-managed to SLA KPIs, mapped to operational assets, governed and maintained appropriately.

Key Responsibilities

Service Management Office

• Lead the Service Management Office (SMO) in managing service mapping against cost, SLAs and other operational assets across the organisation’s Business and Functions, ensuring alignment with strategic objectives.
• Develop and enforce governance frameworks to ensure services comply with internal policies, standards, and external regulatory requirements.
• Broker the relationship between provider and consumer of services 
• Deliver the service elements of Transitional Services Agreements (TSA) as and when needed 
• Facilitate discussions on the impact of business changes, new products, and initiatives on service management, and adapt SMO operations to support these changes.
• Identify and drive opportunities for continuous SMO transformation
• Drive initiatives to optimize business services and workflows, related to core SMO processes and provide insights on services being provided

Service Catalogue

• Facilitate the development, management, and continuous improvement of the bank’s service catalogue, ensuring alignment with business goals and strategic priorities.
• Own the tooling and controls required to support Service Catalogue 
• Establish and maintain a governance framework for service catalogue entries, ensuring clarity, consistency, and accuracy in service descriptions.
• Define and maintain service ownership and accountability models to ensure services are effectively managed throughout their lifecycle.
• Develop and implement processes for regularly reviewing and updating the service catalogue to reflect changes in service offerings, business objectives, and regulatory requirements.
• Collaborate with senior management to align the service catalogue with the bank’s operational strategy, ensuring it supports regulatory and business needs.
• Work with service owners to define and document new services, including service-level agreements (SLAs), service attributes, and operational assets.

• Ongoing management to ensure each service is clearly defined in terms of scope, cost, consumer metrics, and consumption patterns, making it easy for stakeholders to understand and access.
• Collaborate with stakeholders across the organization to gather input, clarify service details, and ensure all relevant information is captured in the catalogue.
• Oversee the lifecycle of services within the catalogue, ensuring regular reviews, updates, and retirement of obsolete services.

Service Governance

• Enhance/ implement a comprehensive service governance framework to ensure all services align with regulatory, compliance, and business requirements.
• Establish/ maintain and enforce policies, standards, and procedures for service delivery, ensuring consistency and accountability across the organization.
• Define roles and responsibilities for service governance, including ownership, oversight, and accountability for service-related activities across departments.
• Ensure effective integration of service governance with other governance frameworks, such as risk management and compliance.
• Maintain, monitor, and report on service performance metrics (e.g. KPIs) and evaluate the effectiveness of service delivery across the organization.
• Implement structured performance review processes to ensure services meet agreed service levels, customer expectations, and business goals.
• Foster a culture of accountability, ensuring service owners and delivery teams are responsible for achieving service outcomes and driving continuous improvement.
• Ensure changes to services (e.g., enhancements, modifications, or retirements) are managed through a structured change management process.

Risk Management

• Ensure services adhere to all relevant legal, regulatory, and industry requirements, safeguarding the organization from compliance risks.
• Embed comprehensive risk management practices into all service management activities, ensuring ongoing compliance and regulatory reporting are maintained across service delivery

Reporting & Stakeholder Communication

• Provide regular and transparent reporting to executive leadership on service cost, performance, consumption, risks, and issues, ensuring alignment with business objectives.
• Present service management insights and initiatives to stakeholders, keeping them informed about the health of the service catalogue and governance effectiveness.
• Establish and maintain a framework for continuous improvement, adapting service governance to changing requirements, regulatory updates, and feedback.
• Regularly review and update governance policies and procedures to ensure alignment with industry standards and best practices.
• Maintain governance dashboards to monitor service performance, compliance, risks, and issues, providing actionable insights and recommendations to senior leadership.

People & Talent

• Lead, mentor, and develop a high-performing team within the Service Management Office (SMO), fostering a culture of continuous improvement, accountability, and collaboration.

Key stakeholders

• Phoenix Accountable Executives
• Phoenix Programme Director
• Service Owners – Global, and per Legal Entity
• Global Head, Recovery and Resolution Planning
• Chief Operating Officers, for each Business and Function
• Group Corporate Development
• Group Finance
• OCIR, Group Resilience

Other Responsibilities

• Support any change management/project delivery initiatives which impact on Services though the provision of advice and guidance as well as ensuring an effective control environment is maintained.

Our Ideal Candidate

• Bachelor’s degree or above in Management, Finance or similar 
• 10+ years working experience in operational management and Service management

Role Specific Technical Competencies

• Service Management
• Process Universe
• Operational Continuity in Resolution 
• Service Pricing / Financials
• Service Performance / SLA

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.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you’ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers