Job Description

Join a digital first bank that's powered by people.
Our technology team builds innovative digital solutions rapidly and at scale to deliver the next generation of banking services for our customers around the world.
We are seeking a strategic, execution-focused leader to serve as the Head of Service Management for the CTO organization, reporting to the Global Head of Service Management. This individual will be responsible for embedding global service management practices across all CTO-owned platforms and services--ensuring high reliability, operational rigor, and alignment to enterprise service standards.
This role is also a critical partner to Product Management teams, enabling fast-paced innovation by ensuring that platforms and developer services are production-ready, resilient, and continuously improving through operational insights.
Job Requirements:

• Lead Service Management for the CTO Organization

• Own service management execution across the CTO portfolio, including infrastructure, developer and data platforms, CI/CD tooling, and enabling technologies.
• Drive adoption of global service management practices, ensuring CTO services are governed by enterprise standards for incident, problem, change, and service level management.
• Serve as the CTO's point of accountability for operational service quality, performance, and recovery.
• Partner with Global Service Management Functions

• Collaborate closely with global leads for:

• Incident Management - Ensure efficient technical escalations and reduced TTR.
• Problem Management - Track and remediate systemic issues tied to CTO platforms.
• Change Management - Improve change success and production hygiene.
• Service Reliability - Align platform resilience initiatives and participate in scenario planning.
• Service Level Management - Monitor and report on SLOs, SLAs, and performance indicators.
• CSDM/CMDB - Ensure platform assets and dependencies are well-modelled and maintained.
• Operational Excellence & Resilience

• Monitor and continuously improve key KPIs: incident trends, recovery time, change success, service availability.
• Proactively identify risks, operational gaps, and opportunities to automate or harden critical services.
• Support scenario testing and recovery readiness initiatives across CTO-owned platforms.
• Deep Partnership with Product Management

• Act as a key interface between Service Management and Product teams within the CTO organization.
• Ensure platforms and developer tools are built and operated with reliability, observability, and supportability in mind.
• Provide operational feedback, incident learnings, and performance insights to influence product roadmaps and technical priorities.
• Work with Product Management to balance speed of delivery with operational sustainability, enabling faster, safer digital transformation.
• Stakeholder Engagement & Leadership

• Serve as a trusted advisor to CTO leaders, translating service health data into actionable recommendations.
• Represent CTO interests in global service forums and ensure alignment to enterprise service management strategy

Qualification and Skills:

• Experience in Technology Operations, Service Management, or SRE, preferably within infrastructure or developer tooling environments.
• Proven ability to operationalize global service management frameworks across engineering teams.
• Deep understanding of ITSM processes, including incident, problem, change, CMDB, and service level management.
• Strong experience partnering with Product Management and Platform Engineering in fast-moving, digitally focused organizations.
• Technically fluent across infrastructure, cloud-native services, CI/CD, and observability tooling.
• Experience in regulated industries or high-availability, business-critical technology environments is a plus.
• Service-Oriented Leadership - Owns service outcomes and drives measurable impact.
• Collaboration & Influence - Partners effectively across functions and with product/engineering peers.
• Strategic Thinking - Balances tactical delivery with long-term service transformation goals.
• Execution-Driven - Focused on embedding sustainable, efficient, and scalable service practices.
• Customer & Developer Empathy - Understands the needs of platform consumers and tailors solutions accordingly

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 - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. 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 get in touch with our Recruitment Helpdesk:
Email:
Telephone: +44 207 832 8500

Skills Required