IT Service Delivery Manager

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Role purpose

Lead the day-to-day operation, support and governance of local technology services. The role will ensure reliable service delivery, effective technology lifecycle management, strong supplier oversight and compliance with applicable HSBC governance and regulatory requirements.

The DS Manager will work closely with colleagues, business stakeholders, technology teams and third-party providers to maintain a resilient, efficient and well-governed technology environment.

Key Responsibilities

Technology Service Management

• Lead and coordinate end-user technology support, ensuring incidents and service requests are resolved promptly and escalated appropriately.
• Act as the accountable owner for designated IT services, overseeing availability, performance, risk, stakeholder reporting and continuous improvement.
• Identify opportunities to improve service quality, operational efficiency and user experience.

Technology Asset and Data-Centre Management

• Maintain accurate records of hardware, software and other technology assets throughout their lifecycle.
• Oversee local data-centre operations, including equipment, access controls, environmental monitoring, maintenance and issue resolution.
• Ensure technology assets and facilities remain secure, compliant and fit for purpose.

Application and Supplier Management

• Administer locally managed applications, including user access, configuration, upgrades, incident resolution and vendor coordination.
• Manage external technology suppliers and service providers, monitoring performance, resolving issues and supporting contract-related activities.
• Ensure supplier risks, service levels and governance requirements are appropriately managed.

Regulatory and Governance Projects

• Act as the local technology point of contact for regulatory and governance-related projects.
• Coordinate requirements, evidence gathering, actions, stakeholder updates and delivery against agreed timelines.
• Maintain appropriate documentation and ensure issues and risks are escalated through the relevant governance channels.

Desirable Experience and Skills

• Proven experience in IT service management, end-user support, technology asset management, supplier management and application administration.
• Experience supporting technology governance, regulatory requirements, audits, risk management or control-related projects.
• Strong understanding of IT service management principles, technology controls, operational risk and service continuity.
• Experience managing technology projects or workstreams, including planning, scheduling, risk and issue management, stakeholder communication and governance.
• Strong organisational, prioritisation and problem-solving skills, with the ability to manage multiple activities and deadlines.
• Excellent written and verbal communication skills, with the ability to engage effectively with colleagues, senior stakeholders, vendors and regulators.
• Proven ability to build collaborative relationships across business, technology and support teams.
• A proactive and customer-focused approach, with a strong commitment to service quality and continuous improvement.
• Ability to make sound decisions, manage incidents effectively and escalate issues in a timely manner.
• Experience working in a regulated environment and understanding the importance of confidentiality, information security and compliance.
• Experience with software development, scripting, APIs, databases or application integration is desirable.
• Familiarity with low-code/no-code platforms, particularly Microsoft Power Platform and Power Apps, is advantageous.

HSBC is 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. 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 The Hong Kong and Shanghai Banking Corporation Limited