Technology Service Line Management

HSBC Holdings plc; Kraków; On-site; PLN 275,000 - 412,000; Full time

Benefits offered by this job

Healthcare

Pension plan

Life insurance

Multisport card

Private medical care

Home office support

Employee assistance program

Job summary

HSBC Holdings plc is seeking an ITSM Regional Lead to support the CCM & FRM domain across China and Europe. The role ensures stable, resilient and compliant technology services by coordinating major incidents during regional hours and overseeing change assurance, problem management and ITSM governance.

You will work with global technology teams and senior stakeholders to ensure timely incident resolution, safe change implementation and evidenced service management controls.

Qualifications

• Significant experience in IT service management, service operations or technology risk and control environments.
• Proven experience coordinating major incidents in a complex enterprise or regulated organisation.
• Hands‑on experience with change management, change assurance and ITSM governance.
• Strong understanding of ITIL principles and service management best practice.
• Ability to work across global, virtual and cross‑functional teams with clear accountability.
• Clear communication with senior leaders during high‑pressure incidents and escalations.
• Ability to assess operational risk, prioritise competing demands and make timely decisions.
• Produce service metrics, risk reporting and control evidence for stakeholders.

Responsibilities

• Coordinate and manage major and high‑priority incidents during regional time-zone coverage.
• Act as the regional point of contact for incident response with technical teams, service owners and leadership.
• Establish incident command, ownership, communications and escalation paths across the lifecycle.
• Ensure incidents are assessed, prioritised, progressed and resolved per service management processes.
• Coordinate effective incident handovers with other global operating regions.
• Provide concise updates to stakeholders and translate technical issues into business impact.
• Lead post‑incident reviews for root‑cause analysis and remedial actions.
• Review planned changes for risk, impact, readiness and testing; progress any corrective actions.

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

Join our Technology function as an ITSM Regional Lead supporting the CCM & FRM domain across China and Europe. This role is central to keeping technology services stable, resilient and compliant by coordinating major incident management during regional operating hours and overseeing change assurance, problem management and broader ITSM governance. You’ll work closely with global technology teams and senior stakeholders to ensure incidents are resolved effectively, changes are implemented safely and service management controls are evidenced and improved.

What you’ll do

• Coordinate and manage major and high-priority incidents during regional time-zone coverage
• Act as the regional point of contact for incident response, engaging technical teams, service owners, business stakeholders and leadership
• Establish clear incident command, ownership, communications and escalation paths across the incident lifecycle
• Ensure incidents are assessed, prioritised, progressed and resolved in line with service management processes and service-level expectations
• Coordinate effective incident handovers with other global operating regions
• Provide concise, timely and accurate updates to stakeholders throughout incidents, translating technical issues into business impact and actions
• Run post-incident reviews to complete root-cause analysis, lessons learned and remedial actions and reduce repeat incidents and improve resilience
• Review and assure planned changes for risk, impact, readiness, testing, rollback arrangements and stakeholder communications and progress corrective actions for failed, unauthorised or emergency changes

What you need to have to succeed in this role

• Bring significant experience in IT service management, service operations or technology risk and control environments
• Demonstrate proven experience managing major incident coordination in a complex enterprise or regulated organisation
• Show hands‑on experience with change management, change assurance and ITSM governance
• Apply a strong understanding of ITIL principles and service management best practice
• Work effectively across global, virtual and cross‑functional teams with clear accountability
• Communicate clearly with senior leaders during high‑pressure situations including updates and escalations
• Assess operational risk, prioritise competing demands and make timely decisions aligned to agreed processes
• Produce service metrics, risk reporting, control evidence and management information for stakeholders

What we offer

The pay range for this role is 24,600 PLN - 36,900 PLN (monthly, gross).
Additional car allowance in the amount of 4786 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.