Senior Technical Support Service Manager in London

Senior Technical Support Service Manager -

Big Bank Funding. FinTech Thinking.

Our technology teams in the UK work closely with HSBC’s global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply and securely. We 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.

Brief overview of the business area –

The role is responsible for driving a truly customer-focused culture, generating strong relationships with key business stakeholders to help them understand and maximise the Support and Delivery services available to them, at the same time forging strong relationship with other IT teams to develop and introduce innovative technology solutions that help align to the bank’s strategic objectives.

European responsibility for the relationship management of the department’s strategic EUC End User Services contract.

Working across a range of business functions, the successful candidate will have the opportunity to work with a range of technology work streams, both operationally and in support of key projects.  

This is a fantastic opportunity to work in a great team and be seen as a face of IT for the bank as a whole liaising with various different business areas within the bank’s flagship office dealing with multiple stakeholders of varying levels.

We are seeking a highly motivated and experienced Senior Technical Support Service Manager to join our organization at HSBC-

What you will be doing;

• Developing strong relationships with key business partners; using these relationships to facilitate successful interactions at both an operational and project level, all the while understanding the global connectivity that underpins HSBC's brand
• Ensuring that the team achieve service levels associated with incidents raised through 2nd Line Support, demonstrating a culture of customer advocacy and business collaboration.
• Ensuring effective collaboration and directional leadership to our service suppliers who undertake the majority of operational tasks. An ability to drive performance in line with agreed service levels and encourage a culture of collective achievement.        
• Ensuring processes and change are aligned to risk strategies and recognising the opportunity to implement new solutions where appropriate. Candidates will demonstrate innovative methodologies whilst continually able to recognise and prevent any solutions that introduce risk.
• Conforming to high quality standards and best practices, maintaining and improving SLAs, and ensuring compliance to HSBC policies at all times.          
• Supporting the management and leadership of commercial relationships with the departments appointed supplier for EUC Hardware and Delivery services, ensuring contract compliance and performance management of business-critical SLA’s.

What you will bring to the role; 

To be successful in this role you should have proven experience within the Technology sector with knowledge of the following skills:

• Sound technical background including Microsoft Windows OS, Active Directory and SCCM
• Understanding of Technical Support team operations
• Experience of working in an IT Service Management or Technical Helpdesk environment.
• Customer-focused experience, working with a large customer base across multiple business units.          
• A desire to find ways to continually improve the service delivered to customers
• A track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change
• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
• Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same 
• A track record of making complex business decisions with authority, even in times of ambiguity, considering the potential long-term risks and implications
• Demonstrable experience of working alongside 3rd party suppliers to deliver operational services.

This role will primarily be based in London, some travel may be required.

Come Power a Business that Defines How to Power the World

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk:

Email:  

Telephone: +44 2078328500.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism.  This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.”

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

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