Senior Service Management Lead (Wealth & Personal Banking)

HSBC Service Delivery (Polska) Sp. z o.o.

  • Kapelanka 42a, Dębniki, Kraków
    Kraków, Lesser Poland
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • manager / supervisor
  • remote recruitment
  • запрошуємо працівників з України
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a



Technologies we use


  • Microsoft Office Suite

  • Clarity Design System


  • Jira

  • MyTRM

  • VBA

Operating system

About the project

WPB Technology supports the WPB business. Created in 2020 as part of HSBC's modernization and simplification program. As a global Technology function, we have teams in the UK, Europe, MENA, India, Hong Kong, China, Canada, US, Mexico and Latin America.

We’re proud to have a diverse and inclusive culture where everyone is welcome and truly feels able to be themselves. Our aim is to continue to attract, and welcome, a diverse range of applicants from all walks of life to help improve and develop our team every day.

Our focus is on delivering at scale to our customers and colleagues, accelerating the digital roadmap through the deployment of our end-to-end digital platform, and in developing a true partnership model and ways of working with the business through the Value Stream Agile Ways of Operating; improving our time to market and, most importantly, our end user experience.

The successful candidate will be part the WPB Technology ITID support function within WPB CTO, predominantly managing various initiatives that are to be delivered against a set budget.

The job is responsible for embedding Technology Service Management disciplines into the day-to-day activities of the Technology teams (success being delivering 100% availability of service and no repeat incidents), ensuring HSBC best practice is followed during all phases of the product lifecycle (with significant focus on the run phase).

The job aims to increase the likelihood of products being designed and built which can effectively operate/run, and drive adherence to operability standards and controls, and ultimately drive a proactive approach to Continual Service Improvement.

Your responsibilities

  • Engaging all relevant stakeholders (CIOs, Service Management Practice Head, Infrastructure Management Head, etc.) to maintain visibility on their service operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached

  • Work closely with business and IT stakeholders to design and deliver Service Management infrastructure such that they are efficient, cost optimal and highly resilient

  • Deliver Service Management infrastructure solution to support the operation of Service Management in HSBC including Change Management, Problem Management, Incident Management, Service Level Management, Configuration Management, Asset Management and Capacity Management

  • Cooperate with the global teams responsible for engineering, deploying base environments and operating the core IT infrastructure platform technology and solutions that support the Service Management function globally

  • Establishing Service Quality Practice and acting as a conduit to the Service Management Practice as a whole from the Technology team and ensuring that operability requirements are given appropriate focus throughout the development and operations lifecycle

  • Overseeing effectiveness of controls to ensure compliance with HSBC Service Management and Infrastructure Build policies and 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 Service Management Process execution

  • Provide guidance and help to DevOps teams in relation to Service Management Processes to balance speed to market against operability, stability and availability

  • Ensure Service Quality Targets are met for offered Service Management infrastructure services

  • Business stakeholder management to define product roadmaps and keep other areas of HSBC informed about the Technological infrastructure capabilities available

Our requirements

  • Proven track record of success in leadership positions

  • Broad experience in managing large teams of different work streams, ability to manage multi culture, high performing and global diverse teams

  • Proven track record and experience of leading Engineering / Delivery function

  • Experience of successfully building, managing and motivating multidisciplinary technical teams

  • Good stakeholder management experience, especially impactful communication, influencing and running project governance Implementation, change management and benefits realization

  • Experience of planning and delivering products and services using agile development techniques to meet customer expectations and deliver cost effective robust solutions

  • Able to manage multiple priorities and deal with ambiguity, while constantly looking for opportunities to innovate and streamline

  • Strong focus on the customer (whether internal or external)

  • Thorough understanding of Agile and Devops methods

  • Understanding and experience of infrastructure, design and architecture

  • Solid organizational skills, ability to multi-task and manage multiple projects

  • Outstanding leadership and organizational skills

  • Flexible, adaptable and resilient, Collaborative, Entrepreneurial and outcome-oriented, Work well in a fast-paced environment

  • Having strategic mindset

  • Excellent communication skills


  • Business Transformation Framework (PM methodology)

  • Clarity for project planning

  • Agile ways of working LEAN, ITIL

What we offer

  • Stable job in professional team

  • Interesting path of career in an international organization

  • An environment where you will be given space to take ownership for your work, to contribute, learn and try new things

  • Private health care, employees’ benefits

  • Flexible work from home arrangements, but if you want to drop by the office - good coffee and a sofa or two to enjoy it with friends (dependently on current Governance restriction)

  • Commutable office location – Kapelanka street

  • Casual dress code

  • Cultural exchange


  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages

Phone interview


Online assessment


Zoom interview


Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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