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We are currently seeking an experienced professional to join our team in the role of WPS Service Management Lead.
Job ID：58835
This role is accountable for governing and improving the delivery of live IT services across all WPS Value Streams and platforms. You’ll ensure services are customer-focused, resilient, compliant and consistently delivered across a complex regulated environment. Working across incident, problem, change, release, request, knowledge, continuity, supplier and service-level management you’ll set the standards that keep services running reliably. Success means clear service ownership and service measures that reflect critical customer journeys and regulatory obligations. It also means faster recovery from major incidents, fewer repeat issues and stronger operational readiness for change. You’ll translate operational performance, risks and improvement progress into business terms for senior stakeholders.
· Own the WPS service catalogue, service model, support ownership, OLAs, supplier agreements and SLAs aligned to critical customer journeys and service hours
· Run service reviews and communicate service performance, risks, actions and improvement progress in clear business language
· Govern incident and major incident management including prioritisation, escalation, stakeholder communications recovery governance and follow-up
· Oversee problem management by identifying trends maintaining known errors and workarounds and tracking corrective actions through to closure
· Facilitate blameless post-incident reviews with SRE, engineering, operations, suppliers and business stakeholders
· Govern change and release activities including assessment approval scheduling evidence implementation and rollback plans and communications
· Coordinate CAB activities, the WPS release calendar, cross-team dependencies, protection periods and production-support coverage
· Coordinate continuity, disaster-recovery and resilience exercises and maintain operational risks, audit actions evidence and supplier performance escalations
· Bring proven IT Service Management, Production Support or Technology Operations leadership experience in a complex regulated environment
· Apply strong practical knowledge of ITIL practices across incident, problem, change, release, service-level, continuity, request, knowledge and supplier management
· Manage high-severity incidents and ensure timely major-incident communications across business and technology stakeholders
· Define and operate SLAs, OLAs and KPIs and use them to shape service reviews and measurable service improvements
· Demonstrate understanding of cloud, DevOps, Agile delivery, production operations, cybersecurity and resilience concepts
· Use strong analytical, organisational and stakeholder-management skills to prioritise risks actions and improvements
· Operate effectively with ITSM tooling and third-party supplier management
· Hold ITIL 4 Managing Professional, ITIL Strategic Leader or equivalent certification, or bring equivalent demonstrable experience
You’ll achieve more when you join HSBC.
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Software Development (GuangDong) Limited***
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