Job Description

Technology teams in the UK work closely with our global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply and securely. They also run and manage our IT infrastructure, data centres and core banking systems that power the world\'s leading international bank.

Our multi-disciplined teams include: DevOps engineers, IT architects, front and back end developers, infrastructure specialists, cyber experts, as well as project and programme managers.

The Colleague Experience IT function supports services including HR, Legal, Procurement, Corporate Services, Communications and Branding, Audit, Chief Controls Office, Company Secretary and more.

Colleague Experience IT is a newly established function within Enterprise Technology to supports HSBC in being more customer and colleague centric, driving more shared, common platforms and designing optimized processes covering the full end to end journey. The landscape is unique with the combination of diverse business functions supported and the variety of architecture and service models. Many services are underpinned by SaaS services with some of the world\'s largest technology vendors (Incl. Oracle, SAP Success Factors, Service Now, Appian, Google, Microsoft) plus many more niche vendors (Incl. Degreed, Computershare, Gloat, Beezy, Anaplan, Coupa, Diligent).

Role Description:

The role holder will lead the Digital Workflow Technology function and act a strong partner to cross functional business teams across HSBC delivering evolutionary and transformation change and technology service assurance, working with regional and global business / technology leads to provide optimised global services adjusted to address regional requirements where appropriate.

This is a global role supporting 2 key products initially and evolving CoEs and solutions to best enhance colleague experience including Appian and Service Now. The role holder will cover all software delivery including responsibility for strategy, budget, people, vendor service management, contracts and risks. The role holder will also drive sharing and re-use across these products including ensuring resources are skilled in both and the right solution are selected for different use cases.

HSBC has evolved these products to support an architecture of 80 applications in various ownership models with opportunities to consolidate, improve and innovate the estate and colleague experience.

Within the function there are the following sub-product lines:

• Appian CoE - a mature CoE exists and operates in a hub and spoke model. A core team supports 70 applications across HSBC and champions re-use, sharing and innovation. The team supports resourcing and best practices across all solutions, runs engagement initiatives and hackathons
• Service Now CoE - this is a newly forming CoE and the role holder will help take this forward to maturity. Functions have evolved to create sperate solutions over time (e.g. BCIM, HR, Procurement plus an IT solution owned within HSBC CTO ). There is a need to establish the road map and vision for cross functional working and common strategies for portal, knowledge, case management and to coordinate the instance strategy and road maps.

Responsibilities:

• Deliver agreed initiatives and book of work.
• Act as the senior leader and overall service owner of the estate for Colleague Experience IT.
• Drive the transformation of the technology estate and contribute towards improving colleague experience.
• Drive the objectives of the broader technology transformation within the function of delivering Agile and DevOps processes, structures and outcomes.
• Build a relationship of trust and influence across the functions and build strong relationships with vendors.
• Partner with internal and vendor teams to define the strategy and enterprise architecture for all systems used globally. Understand market trends in relation to services in scope and map innovations to service problems and outcomes across services.
• Manage production support and infrastructure to be aligned to allow for resilience, control and high quality performance of systems and processes.
• Monitor services effectively across the domain and maintain and improve Net Promotor Scores across the technology service.
• Responsible for technology RTB and CTB budgets for the service lines.
• Remain current on data, digital and emerging trends affecting the Financial Services industry and the corporate functions domain.

Qualifications

Essential Skillset/Experience:

• In depth knowledge and experience of Appian and Service Now platforms.
• An experience technology leader with a track record of on time delivery and innovation.
• Experience of implementing and owning SaaS/Cloud solutions and mobile capabilities.
• Knowledge of banking and corporate functions desirable.
• Ability to manage and innovate in a global setting across a matrixed estate.
• Experience of architecture practices and defining a muti year vision and driving investment cases for change.
• Vendor management expertise including in an outsourced model.
• Strong data and integration experience and an understanding of APIs.
• Technology transformation experience of global deployments in a banking environment and expert level program management skills.
• Track record of DevOps and Agile adoption and optimisation.

The role can be based in any HSBC UK office but some travel may be required. This role supports Hybrid working.

HSBC