Service Management Lead – Europe, RC Tech

Risk and Compliance is the Global Function at HSBC that brings together all areas of financial crime risk management. Compliance implements global standards to combat financial crime including anti-money laundering, sanctions, and anti-bribery and corruption compliance. The function operates in a dynamic environment with evolving technology, customer expectations, and regulatory 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 including GCP, AWS, IBM, Microsoft, Oracle, Java.
• Extensive hands-on technical experience in a Service Management Lead or Architect role or Delivery roles 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.

• 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 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 operational excellence.
• Promote HSBC’s brand and values by establishing career paths, supporting diversity and inclusion, and maintaining high engagement.