IT Operations & Service Delivery Engineer - Flexible Hours

HSBC; Województwo podlaskie; On-site; PLN 195,000 - 223,000; Full time

Benefits offered by this job

Healthcare

Private medical care

Life insurance

Multisport card

Free parking

Cafeteria platform

Employee assistance program

CSR initiatives

Training and education support

Flexible working hours

Pension scheme

Social fund

Nursery discounts

Job summary

HSBC in Poland is seeking an IT Service Management professional to oversee service delivery across critical applications and systems. You will ensure performance, incident and change management aligned with ITIL, working with Risk, Cyber Security, developers and Project Managers.

You will coordinate with internal teams and external vendors, use ServiceNow, Jira and Confluence, and communicate service status to stakeholders in English.

Qualifications

• Substantial experience in IT service management, service delivery or software support.
• Strong understanding of ITIL and service management best practices (SLM, Service Continuity, Information Security Management, Change, Incident and Problem Management).
• Proficient with ITSM tools including ServiceNow, Jira and Confluence.
• Effective communication with business stakeholders, internal teams and external vendors.
• Solved problems in structured environments and driven tasks to completion.
• Experience in regulated environments with controlled processes.
• Collaborate across teams and adapt to change while maintaining service focus.
• Strong English language skills, written and spoken.

Responsibilities

• Manage IT service delivery to meet agreed service levels and performance standards.
• Maintain end-to-end control of applications and services across DEV, UAT, Production and Contingency; drive continual improvement.
• Plan and implement service requirements, capacity upgrades, and communicate performance to Product Owners.
• Update inventory tools to reflect accurate service and application information.
• Serve as the contact and escalation point between IT and business stakeholders.
• Oversee incident, problem and change management processes per ITIL.
• Coordinate with production support teams to resolve service issues promptly.
• Run service reviews and identify opportunities for improvement.

Skills

ITIL knowledge

ITSM experience

Stakeholder communication

Problem solving

Change management

Service continuity

Capacity planning

English communication

Tools

ServiceNow

Jira

Confluence

Job description

HSBC in Poland is seeking an IT Service Management professional to oversee service delivery across critical applications and systems. You will ensure performance, incident and change management aligned with ITIL, working with Risk, Cyber Security, developers and Project Managers.

You will coordinate with internal teams and external vendors, use ServiceNow, Jira and Confluence, and communicate service status to stakeholders in English.