Agile Delivery Management

HSBC Holdings plc; Kraków; On-site; PLN 237,000 - 279,000; Full time

Benefits offered by this job

Healthcare

Multisport card

Private medical care

Life insurance

Home office setup reimbursement

Cafeteria platform

Employee assistance program

PPK contributions

Corporate events

CSR initiatives

Nursery discounts

Training & education support

Social fund

Free parking

Job summary

HSBC Holdings plc is seeking an experienced Agile Lead to oversee L1/L2 production support across multiple markets, driving service management and cloud migration initiatives. The role sits at the intersection of technical delivery and service leadership.

You will engage with engineers and application teams on production issues, stability, and resilience in hybrid and cloud environments, while shaping regional governance and process improvements.

Qualifications

• Proven experience overseeing L1/L2 production support teams in a multi-market environment.
• ITIL certification or equivalent demonstrable experience.
• Experience with incident, problem and change workflows including CMDB concepts.
• Technical depth to engage with engineers on production stability in hybrid/cloud environments.
• Experience operating in Agile delivery environments (Scrum/Kanban).
• Ability to adapt to changing priorities and operating models including cloud migration.

Responsibilities

• Oversee L1/L2 Application Production Support teams across multiple markets.
• Own production support delivery across markets including Israel, Czech Republic, France, Bermuda, Italy and more.
• Strengthen incident, problem, change and major incident management with clear communications.
• Provide SME consultancy on production readiness, stability and operational risk.
• Maintain support processes and runbooks aligned with cloud migration roadmap (GCP, AWS, Azure).
• Establish and evolve the Service Management operating model and standardise ways across the region.
• Embed end-to-end service lifecycle framework with continual service improvement.
• Coordinate IT Service Managers and IT Service Owners across worldwide markets for governance.

Skills

ITIL knowledge

Agile delivery (Scrum/Kanban)

Stakeholder communication

Cloud/hybrid experience

Production risk management

Service management tooling

Multi-market coordination

Tools

ITSM tooling

Job description

Some careers shine brighter than others. 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.

Your career opportunity

Regional CIO Europe is part of HCIB Technology Europe within HSBC Service Delivery and provides full life-cycle software manufacturing, deployment and support services to HSBC businesses across Continental Europe. As Agile Lead, you'll develop and mature our Service Management practice while overseeing our Application Production Support capability across multiple markets. The role sits at the intersection of technical delivery and service leadership and supports a landscape transitioning to cloud-based platforms including GCP, AWS and a migration to Azure for Israel.

What you'll do

• Oversee, coach and develop the L1 and L2 Application Production Support team ensuring clear ownership, coverage and operational discipline.
• Own production support delivery across multiple markets including Israel, Czech Republic, France, Bermuda, CIIOM, Italy, Luxembourg, Malta, Netherlands, Spain and KYC.
• Strengthen incident, problem, change and major incident management to restore service quickly with robust communications and prevention of recurrence.
• Provide SME consultancy on production readiness, stability, supportability and operational risk across supported applications.
• Maintain support processes and runbooks in line with the cloud migration roadmap across GCP, AWS and Azure including effective hybrid support.
• Establish and evolve the Service Management and Production Support operating model and standardise ways of working across the region.
• Embed an end-to-end service lifecycle framework including continual service improvement and measurable service outcomes.
• Coordinate the community of IT Service Managers and IT Service Owners across worldwide markets ensuring consistent governance, reporting and accountability

What you need to have to succeed in this role

• Demonstrate proven experience overseeing L1/L2 production support teams in a multi-market, multi-stakeholder environment.
• Apply strong Service Management capability with solid ITIL knowledge supported by ITIL certification or equivalent demonstrable experience.
• Use service management tools confidently across incident, problem and change workflows including service catalogue and CMDB concepts and reporting.
• Bring strong technical depth to engage credibly with engineers and application teams on production issues, stability and resilience in hybrid and cloud environments including GCP, AWS and Azure.
• Show experience operating in changing priorities, technologies and operating models including cloud migration in-flight.
• Apply a strong understanding of risk models, controls and mitigation in a production environment.
• Demonstrate experience working in Agile delivery environments including Scrum and Kanban.
• Communicate clearly and concisely to stakeholders at all levels both face-to-face and virtually.

What we offer

The pay range for this role is 21 258 PLN - 25 000 PLN (monthly, gross).

Additional car allowance in the amount of 4,786 PLN (monthly, gross).

Variable pay is discretionary, but influenced by Group performance, business/function performance and individual performance.

We offer a comprehensive and competitive package of benefits covering healthcare, family friendly leaves, pension and life assurance, as well as many other benefits to support your wellbeing.

• Additional bonuses for recognition awards
• Multisport card
• Private medical care
• Life insurance
• One-time reimbursement of home office set-up (up to 800 PLN).
• Cafeteria platform
• Employee assistance program
• Additional contributions to PPK scheme
• Corporate parties & events
• CSR initiatives
• Nursery discounts
• Financial support with trainings and education
• Social fund
• Flexible working hours
• Free parking

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. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

If you have a need that requires accommodations or changes during the recruitment process, please let us know.