Technical Regional Service Owner (RSO), Global Managed Print Service (GMPS)

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities, and the planet we all share

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Ready to own Managed Print service performance across the Americas region?

Why HSBC

HSBC is one of the largest banking and financial services organizations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.

The Opportunity

As Regional Service Owner for the Global Managed Print Service (GMPS) you’ll be accountable for end-to-end operational performance of Managed Print across the Americas. This role keeps the service stable secure and compliant while staying aligned to business outcomes in a regulated environment. You’ll coordinate across global team’s regional operations and a contracted third-party managed service provider to improve service performance and delivery. Success means clear governance and measurable improvements across availability performance capacity and continuity. You’ll bring structure to incident problem and change activity and ensure operational risk controls and evidence are maintained for audit readiness. You’ll also shape regional demand prioritization and contribute to the GMPS service roadmap and backlog.

What you'll be doing

• Own regional GMPS service performance across availability performance capacity continuity and service stability
• Manage in-region vendor performance through service reviews service level agreement (SLA) adherence and remediation plans in conjunction with HSBC global Third Party and External Management (TPEM)
• Oversee regional engagement for GMPS incidents and major incidents including communications escalation recovery coordination and post-incident reviews
• Deliver problem management and root cause remediation with the managed service account team and HSBC global GMPS teams to prevent recurrence
• Govern regional change and release impacts using risk-based assessment approvals and clear communications
• Manage regional operational risk controls and compliance obligations including evidence management and audit readiness support
• Maintain regional and global service documentation including the support model and escalation paths
• Coordinate regional demand prioritization for evergreen and service improvements contributing to the service roadmap and running the backlog
• Partner with HSBC global GMPS teams the managed service provider and HSBC Cyber and Risk teams to address vulnerabilities patches and control gaps within agreed timelines

What we're looking for

• Bring proven experience in information technology (IT) service ownership or IT operations within a regulated environment
• Apply strong incident problem and change management capability including major incident management
• Use working knowledge of resilience and disaster recovery (DR) capacity management and operational risk and control frameworks
• Influence stakeholders across teams and geographies through clear structured communication
• Use data to track service performance continuous improvement and governance
• Manage third-party engagement effectively including service review cadence and performance conversations

Owning Service Outcomes in Print

This role puts you at the center of how a critical end user service performs across the Americas - from operational stability to risk controls and continual improvement. You’ll have the scope to set expectations with a key third-party provider coordinate fast recovery when incidents happen and make changes land safely. If you’re looking to take full accountability for service outcomes and shape what good looks like across a regional estate we’d like to hear from you.

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.