Incident & Service Management Lead

HSBC Holdings plc; Sheffield; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private healthcare

Contributory pension

Job summary

HSBC Holdings plc is seeking an experienced Service Management Lead to oversee UK CS incident management across platform and engineering teams. You will train teams on policies, manage ServiceNow workflows, and partner with the Service Desk to improve triage and referrals.

Strong ITIL foundations and governance skills are essential. The role emphasizes incident severity assessment, escalation to Major Incident Management, and driving continual improvement within SLAs.

Qualifications

• ITIL-aligned Service Management qualification required.
• Experience managing Incidents, Problems and Changes.
• Ability to assess severity and coordinate escalations.
• Proven root cause analysis to reduce repeat incidents.
• Change risk assessment, deployment and remediation planning.
• Develop procedures and embed best practice in teams.
• Turn complex data into clear management information.

Responsibilities

• Oversee UK CS Incident Management processes across platforms and Eng teams.
• Train engineering teams in Incident Management policies and processes.
• Maintain ServiceNow referral groups and workflows for three levels.
• Collaborate with HSBC Service Desk to improve incident triage and referrals.
• Assess incident severity with IT Service Owner when unclear.
• Escalate Priority 1 and 2 incidents to Major Incident Management.
• Ensure escalations comply with Escalation Management requirements.
• Monitor SLAs and drive timely resolution and continuous improvement.

Skills

ITIL Foundation

Incident management

Change management

Root cause analysis

Service improvement

Stakeholder management

Communication

Job description

HSBC Holdings plc is seeking an experienced Service Management Lead to oversee UK CS incident management across platform and engineering teams. You will train teams on policies, manage ServiceNow workflows, and partner with the Service Desk to improve triage and referrals.

Strong ITIL foundations and governance skills are essential. The role emphasizes incident severity assessment, escalation to Major Incident Management, and driving continual improvement within SLAs.