Service Management Lead – Europe

Technologies we use

About the project

Your responsibilities

• Lead the Service Management organization for RC Tech in Europe, providing hands-on leadership and setting high standards for delivery and innovation.
• Demonstrate a strong technical pedigree, remaining comfortable with hands-on tasks and leading by example.
• Drive technical progressiveness through exposure to cloud, automation, and modern service management practices.
• Build, coach, and develop a high-caliber, diverse team, fostering a meritocracy and skills-driven culture.
• Deliver change and innovate to increase business value, continuously striving to improve the service management experience and overall service quality.
• Empower team members by ensuring they have the right skills, tools, and opportunities for growth, and promote a stimulating and inclusive work environment.
• Drive cost optimization initiatives, reduce manual effort (TOIL), and champion automation across Run the Bank (RTB) activities.
• Ensure all service management projects and initiatives are delivered on time and to the highest quality, adhering to standards compliance and regulatory requirements.
• Manage incident, problem, and change processes during European business hours, acting as an escalation point, including providing on-call support over weekends, when required.
• Support change portfolio definition and planning, and continually improve monitoring performance, proactively identifying and resolving issues.
• Support vulnerability management, ensuring timely tracking, reporting, and escalation of issues as necessary to maintain a secure and resilient environment.
• Collaborate closely with development teams and broader enterprise product and infrastructure functions to drive rapid system recovery. Consistently uphold group objectives for stability, ensuring alignment with Chief Information Officer (CIO) targets and supporting the organization’s commitment to operational excellence.
• Promote HSBC’s brand and values by establishing career paths, supporting diversity and inclusion, and maintaining high engagement and motivation levels within the team.

Our requirements

• Tenacious about doing things the right way and building efficient service management teams.
• Proficient in leading conversations across multiple IT Service Management (ITSM) practices, engaging globally diverse teams and pod members.
• Familiarity with DevOps principles and practical experience working with DevOps teams and processes.
• Ability to independently manage relationships with business stakeholders, including during high-pressure or crisis situations, strong analytical, problem-solving, and decision-making skills.
• Demonstrated innovation and idea management, with a track record of leading and improving processes and procedures.
• Ability to influence and challenge stakeholders, shaping and driving the right working environment.
• Strong organizational skills and the ability to manage effectively in a crisis.
• Educated to Computer Science based education/engineering/certification/Master’s degree level (or equivalent experience).
• Technically aware of cloud and major technology stacks (GCP, AWS, IBM, Microsoft, Oracle, Java etc.).
• Extensive hands-on technical experience in a Service Management Lead or Architect role or Delivery roles in managing complex global projects across varied technologies.
• Proven ability to build strong relationships and communicate effectively with a wide spectrum of stakeholders.
• Excellent knowledge of the project lifecycle, group strategy, and effective management of budgets and expenditure.
• Experience with a meaningful subset of system administration, database administration, network administration, or service management tooling.
• Demonstrated ability to influence developers and technical teams, including at senior levels.
• Experience working in large enterprises, with an understanding of complex systems and interfaces
• Experience with monitoring tools and their implementation.
• Strong understanding of vulnerability management, including tracking, reporting, and escalation.
• Strong understanding of stakeholder management within business and IT and strong risk management skills.
• Excellent communication and negotiation skills, experience working in a dynamic environment, engaging with customers, stakeholders, and colleagues.
• Experience with ServiceNow is advantageous but not essential.

What we offer

• Competitive salary
• Annual performance-based bonus
• Additional bonuses for recognition awards
• Multisport card
• Private medical care
• Life insurance
• One-time reimbursement of home office set-up (up to 800 PLN).
• Corporate parties & events
• CSR initiatives
• Nursery discounts
• Financial support with trainings and education
• Social fund
• Flexible working hours
• Free parking

Benefits