IT Service Operations Engineer

HSBC Holdings plc; Kraków; On-site; PLN 195,000 - 223,000; Full time

Benefits offered by this job

Multisport card

Private medical care

Life insurance

One-time home office set-up allowance

Employee assistance program

Additional contributions to PPK scheme

Corporate parties & events

CSR initiatives

Nursery discounts

Training and education support

Social fund

Free parking

Job summary

HSBC Holdings plc is seeking an IT Service Manager to ensure high-quality IT service delivery across critical applications and services. You will manage service levels, coordinate with internal teams and external vendors, and act as a single point of contact throughout the ITIL service lifecycle.

The role requires hands-on experience in IT service management, a strong ITIL background, and proficiency with ServiceNow, Jira and Confluence.

Qualifications

• Experience in IT service management or software support.
• Strong understanding of ITIL processes (SLM, continuity, information security, change, incident, problem).
• Proficiency with ITSM tools including ServiceNow, Jira and Confluence.
• Ability to communicate with business stakeholders and vendor teams.
• Structured problem solving and ability to deliver in controlled environments.
• Ability to adapt to change while maintaining service focus.
• Strong English writing and speaking skills.

Responsibilities

• Manage IT service delivery to meet service levels and performance targets.
• Maintain end-to-end control of applications across DEV, UAT, Production and Contingency.
• Plan and implement service requirements, including capacity upgrades and evergreen strategies.
• Update inventory tools with accurate service/app information.
• Serve as the contact and escalation point between IT and business stakeholders.
• Oversee incident, problem and change management per ITIL best practices.
• Coordinate with production support teams to ensure timely issue resolution.
• Run service reviews and identify opportunities for continual improvement.

Skills

IT service management

ITIL framework

ServiceNow

Jira

Confluence

English communication

Tools

ServiceNow

Jira

Confluence

Job description

HSBC Holdings plc is seeking an IT Service Manager to ensure high-quality IT service delivery across critical applications and services. You will manage service levels, coordinate with internal teams and external vendors, and act as a single point of contact throughout the ITIL service lifecycle.

The role requires hands-on experience in IT service management, a strong ITIL background, and proficiency with ServiceNow, Jira and Confluence.