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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.
Technology Service Line Management in Kraków – pracodawca: HSBC Holdings plc
HSBC Holdings plc w Krakowie to doskonały pracodawca, który oferuje dynamiczne środowisko pracy w branży FinTech. Nasza kultura pracy opiera się na innowacyjności i współpracy, co sprzyja rozwojowi zawodowemu pracowników. Oferujemy atrakcyjne benefity oraz możliwości nauki i rozwoju w obszarze nowoczesnych technologii, co czyni nas idealnym miejscem dla ambitnych inżynierów oprogramowania.
