Global Unified Communications (UC) Operations Lead.

HSBC Group; Sheffield; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading financial services organization in Sheffield is seeking a Senior Manager to ensure the operational stability and performance of global Unified Communications services. This role involves leading a small team for incident management and fostering an inclusive workplace culture. The ideal candidate has a strong technical background in communication technologies and significant leadership experience.

Benefits

Competitive pay

Private healthcare

Professional development opportunities

Contributory pension scheme

Qualifications

• Technical skills in global Unified Communications is essential.
• Experience in incident management and problem prevention strategies.
• Strong understanding of UC security standards and regulatory requirements.

Responsibilities

• Lead incident and problem management for unified communications.
• Drive team performance and operational compliance.
• Manage relationships with vendors and stakeholders.

Skills

Deep technical understanding of Zoom services

Expertise in Cisco unified communications architecture

Experience with AV systems and IPTV

Strong stakeholder management

Communication skills

Cognitive Skills - System Thinking

Ability to implement automation scripts

Tools

PowerShell

Python

ServiceNow

Monitoring tools (e.g., ThousandEyes, Splunk)

Job description

Overview

and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

Responsibilities

• Global service ownership (Zoom, Cisco, AV, IPTV) Incident and problem management leadership
• Vendor and stakeholder management
• Team performance and capability development
• Operational resilience and compliance

Qualifications and requirements

To be successful in this role you should meet the following requirements:

• Technical Skills: Deep technical understanding of Zoom services including deployment, integration, troubleshooting, analytics, and governance. Expertise in Cisco unified communications architecture, SIP trunking, and PSTN integration. Experience with Audio Visual systems, IPTV, Digital Signage, and Video on Demand platforms. Lead critical incident response, root cause analysis, and implement problem prevention strategies. Use monitoring tools (e.g., ThousandEyes, Splunk, Zoom Dashboard) to analyse and optimize performance across a global WAN. Implement automation scripts / workflows to reduce manual effort and drive operational efficiency (e.g., PowerShell, Python, ServiceNow automation). Knowledge of cloud-based UC platforms, APIs, and integration patterns. Understanding of UC security standards, encryption, data retention, and regulatory requirements in financial services.
• Behavioural Skills: Stakeholder Management, Communication, Resilience, Global leadership, Service excellence, Vendor management.
• Cognitive Skills: System Thinking, System Oriented, Critical Judgement, Innovative, Strategic.

Role context

This role is based in Sheffield Hybrid. Being open to different points of view is important for our business and the communities we serve. At HSBC, we\'re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

Company context

If you\'re looking for a career where you can make a real impression, join HSBC and discover how valued you\'ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Role purpose

Role Purpose: Overall accountability for operational stability, performance, and strategic improvement of HSBC\'s global Unified Communications services. We are seeking a highly experienced and technically proficient Senior manager to lead a small team focused on incident management and drive incident reduction across the UC technologies. As an HSBC employee in the UK, you will have access to tailored professional development opportunities.