Associate Director Software Engineering Specialist

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Service Delivery Head

Role Purpose:

The role is responsible for providing engineering area which may include, but is not limited to, data Service Delivery Head manages the end-to-end delivery of IT services, ensuring they meet business needs, SLAs, and customer expectations by coordinating teams, overseeing performance, resolving critical issues, managing risks, and driving continuous improvement, acting as a key liaison between Engineering and Product Management areas, stakeholders and customers for service excellence and alignment with business goals.

Main Activities:

• Manage delivery-related reporting at the platform level, enabling self-service and providing exception reports for senior stakeholders.
• Drive automation initiatives by identifying opportunities to replace manual tasks with software solutions, improving efficiency and reliability across systems.
• Oversee and approve deployment changes, ensuring adherence to best practices and minimizing change-related incidents that could impact the error budget.
• Collaborate with cross-functional teams, including software engineers, testers, and product managers, to ensure systems meet non-functional requirements such as performance, security, and availability.
• Develop and enforce best practices for incident management, root cause analysis, and post-mortem processes to improve system resilience.
• Mentor and guide Service Delivery colleagues, fostering a culture of continuous learning and operational excellence.
• Maintain and expand system documentation, including runbooks and operational procedures, ensuring critical knowledge is accessible to the team.
• Stay updated on industry trends and emerging technologies, driving innovation and improvements in Service Delivery practices.
• Collaborate with engineers, architects, and other technical stakeholders to ensure that the technical solution meets business requirements and technical standards
• Oversee the implementation of solutions, ensuring they are aligned and meet the customer requirements
• Develop Business plans and collaborate in defining strategies, product roadmaps and contribute to backlog prioritization with focus on technical feasibility
• Maintain a comprehensive view of resource demand across the Service delivery area of the platform considering geographical, skillset, and grade variations

Qualifications Required:

• Minimum 12 years of experience in production support, SRE or DevOps roles, with a proven track record of managing and improving large-scale, mission-critical systems.
• 5+ years experience in IT Service Delivery or IT Delivery Management
• Strong stakeholder management and communication skills
• Ability to manage projects and initiatives, define scope, deliverables and track progress
• Ability to translate business needs into detailed functional and technical requirements Strong knowledge of SDLC, Agile (Scrum/Kanban) and hybrid models
• Proven ability to lead cross-functional teams to resolve complex technical issues and drive system improvements.
• Understanding of technology processes, industries trends and organizations
• Strong understanding of Cybersecurity best practices, including vulnerability and Patch management and secure system design.
• Excellent written and verbal communication skills in English, with the ability to communicate complex technical concepts to diverse audiences.
• Experience in mentoring and leading junior engineers, fostering a collaborative and high-performing team environment.

Desired Skills / Experiences

• Degree in IT, Computer Science, Engineering, Business or related field
• Strong understanding of IT technology, programming, data analysis and system architecture
• Experience of using Service Now, Confluence, Jira
• Understanding of Service Orchestration, Managed File Transfer, Automation and API-based integrations
• Understanding of Observability products like Splunk, AppDynamics, Thousand Eyes
• Understanding of Cloud (AWS, GCP, Azure) and AI concepts and use cases

Lenguage Level:

Advanced English

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Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.

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***