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

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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.

We are currently seeking an experienced professional to join our team in the role of Service Management Lead.

UK Common Services (UK CS) provides foundational shared technology capabilities that support consistent, efficient outcomes across HSBC. Its work enables service excellence, reduces duplication and cost, and supports transformational change by delivering faster, more streamlined services to global businesses and functions. You'llhelp ensure that resilient technology services operate within agreed business and Value Stream requirements, while building effective relationships with UK CS platform teams, UK functions, equivalent global business and regional teams, CTO Service Management and IWPB.

Occasional out-of-hours support may be required during peak periods.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities 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.

In this role you’ll:

• Oversee the execution and adoption of UK CS Incident Management processes across platform and engineering teams
• Ensure engineering teams are trained in the relevant Incident Management policies, processes and procedures
• Maintain accurate ServiceNow referral groups and workflows for the three levels of Incident Management
• Partner with the HSBC Service Desk to improve incident triage and achieve right-first-time referrals to UK CS support teams
• Assess and confirm incident severity with the relevant IT Service Owner, particularly where severity is unclear
• Escalate Priority 1 and Priority 2 incidents to the Major Incident Management team and ensure appropriate process adherence
• Ensure management escalations are completed in line with Escalation Management requirements, invoking the MIM process where additional scrutiny is needed
• Monitor incident resolution against Service Level Agreements, working with support teams and stakeholders to deliver timely resolution and drive continual improvement

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

• ITIL-aligned Service Management V3 Foundation qualification, with practical experience managing Incidents, Problems and Changes.
• Ability to assess severity, coordinate escalations and drive timely resolution against Service Level Agreements.
• Proven ability to identify root causes, conduct service-failure analysis and reduce repeat incidents.
• Experience assessing change risk, preparing deployment and remediation plans, and completing post-implementation reviews.
• Ability to develop procedures, strengthen controls, improve workflows and embed Service Management best practice.
• Ability to turn complex data into clear management information for performance and governance forums, with strong attention to detail.
• Strong written and verbal communication, with the ability to influence and negotiate with technical teams, business leaders and senior management.
• Ability to lead through a matrix structure, prioritise competing demands, make timely decisions under pressure and deliver multiple objectives to a high standard.

Opening up a world of opportunity

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, socio-economic background 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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [e-mail].