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**Regional Head of Incident Management****Role Purpose.
**This role is responsible for managing the Incident Management function within Technology.
This involves building the relevant strategy, methodology, and adopting the tools for their specific discipline, this person will be directly working with IT Heads, CIOs and key stakeholders in Mexico and LAM.
Additionally this person will help to drive the DevOps-Agile way of working aligning both Regional and Global expectations helping to coordinate the team collaborating with US and CA Heads of Service Management.
This role leads and develop the Incident Management resources and functional team/s, ensuring the resources have the appropriate capabilities, skills and knowledge via training and other materials to deliver the discipline's objectives**Main activities**:- Monitor the enforcement of appropriate procedures and controls and their ongoing effectiveness to ensure full adherence to Group, legal and regulatory requirements across LATAM- Engaging all relevant stakeholders (CIOs, Service Management Practice Head, Infrastructure Management Head, etc.)
to maintain visibility on their incidents- Overseeing effectiveness of controls to ensure compliance with HSBC Service Management standards.- Ensuring an effective engagement process is in place that is demonstrably adding value to all target stakeholders.- Ensuring close co-ordination with the Service Management Practice Process Leads so that their process execution remains fully aligned to the rest of the organization.- Collaborating across DevOps teams to ensure consistency, and continuously improve Incident Management Process execution.- Manage, Lead and Mentor the Regional multi skilled Incident Management team to help deliver the above activities- Monitor ongoing effectiveness of the controls- Ensure compliance with all regulatory policies and Audits- Provide expertise, specialist knowledge and consultancy to support the development and delivery of the Service Management discipline area's strategic goals and objectives.- Ensuring governance structure (including Key Controls) is upheld throughout the Service Management Practice and reporting is aligned to global reporting standards.- Collaborate with Service Management Disciplines and Service Management Practice resources to promote Service Management best practice and adoption.- Work collaboratively with GB/GF representatives to improve engagement and drive tangible business-aligned improvements & benefits, and with Technology Service Management Discipline Management to ensure operationally that the process delivers business valueLead and develop Incident Managers and AnalystsRequirements**Requirements**:- Strong managerial, communications, organizational, lateral thinking, strategic planning, analytical, mathematical, decision-making, interpersonal and leadership skills.- Strong business acumen and ability to continually make trade-off decisions