Global Unified Communications (UC) Operations Lead.

HSBC Group; Sheffield; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global financial services organization in Sheffield is seeking a Global Unified Communications (UC) Operations Lead to ensure operational stability and performance of UC services. The role requires strong technical skills in services like Zoom and Cisco, exceptional incident management capabilities, and leadership abilities. Candidates should be prepared to drive efficiency and strategic improvements within a diverse team environment. Competitive pay and benefits are offered, along with opportunities for professional development.

Benefits

Private healthcare

Enhanced maternity and adoption pay

Contributory pension scheme

Qualifications

• Strong technical skills for deploying and troubleshooting Zoom services.
• Experience in managing Cisco unified communications and SIP trunking.
• Ability to lead critical incident responses and implement prevention strategies.

Responsibilities

• Manage global service ownership for UC technologies.
• Lead incident and problem management.
• Drive performance and capability development within the team.

Skills

Deep technical understanding of Zoom services

Expertise in Cisco unified communications architecture

Experience with Audio Visual systems

Stakeholder Management

System Thinking

Tools

PowerShell

Python

ServiceNow automation

Job description

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

Location: Sheffield (Hybrid)

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.

Diversity & Inclusion

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.

About HSBC

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

We are currently seeking an experienced professional to join our team in the role of Global Unified Communications (UC) Operations Lead. 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.