Senior Manager, Service Management HSBC China

GCIO - Asia & Middle East Technology

Our GCIO organisation plays a critical role for the bank. This team partners with the businesses to build the platforms, systems, and products that our customers use every day. We keep people’s money and data safe, and are at the forefront of driving innovation for our businesses, customers, and colleagues.

We are currently seeking an experienced professional to join our team.

In this role, you will:

The Service Management Manager will be responsible for defining and enforcing service level requirements and standards, coordinating IT incident response and resolution, and interfacing with Chinese regulators to ensure compliance. This role requires exceptional communication skills, fluent written and oral English for global collaboration, and the ability to build strong relationships with the bank’s Technology Center and other stakeholders.

Utilize DevOps principles to streamline software development and deployment processes, ensuring continuous delivery and high-quality outputs.

Key Responsibilities

• Service Level Management:
  • Define and maintain service level agreements (SLAs), service level requirements (SLRs), and operational level agreements (OLAs) for IT services.
  • Monitor and report on service performance, ensuring alignment with business objectives and regulatory standards.
  • Develop and implement service management frameworks (e.g., ITIL) to enhance service delivery and customer satisfaction.
  • Lead or support service continuity planning, disaster recovery testing, and related compliance activities
  •  Manage cloud infrastructure (e.g., Alicloud or equivalent) services, ensuring scalability, cost-efficiency, and integration with on-premises systems.

• Incident and Problem Management:
  • Lead the coordination and resolution of IT incidents, ensuring minimal disruption to banking operations.
  • Establish and manage incident response processes, including escalation procedures and communication protocols.
  • Conduct root cause analysis (RCA) for major incidents and implement preventive measures to avoid recurrence.
  • Collaborate with technical teams to ensure timely resolution of incidents and problems.
• Regulatory Engagement:
  • Act as the primary point of contact for Chinese regulators (e.g., NFRA) during audits and onsite inspections.
  • Prepare and present compliance reports, service performance metrics, and incident documentation to regulators.
  • Ensure IT service management practices comply with Chinese regulatory requirements and industry standards
• Data Centre(s) Operations Governance:

• • Ensure the governance of China IT services resilience / Data Centre(s) operations from group standard in conjunction with the local regulator requirement.
  • Input to capacity planning process, ensuring data integrity.
  • Capital and revenue spend management for data centre(s)
  • Operational Risk input as and when required.
  • Overall Management of HBCN Audits within the China Data Centres Operations function.
  • China Data Centre Loss exercise coordination, planning and execution oversight from HBCN perspective.

• Collaboration and Communication:
  • Communicate fluently in written and oral English with global IT teams to align service management practices and share best practices.
  • Build and maintain strong relationships with the bank’s Technology Center to support strategic IT initiatives.
  • Engage with cross-functional teams, vendors, and stakeholders to ensure seamless service delivery.
  • Present service performance and incident reports to senior leadership and non-technical stakeholders clearly and effectively.
• Team Leadership:
  • Lead and mentor a team of service management professionals, fostering a culture of collaboration and continuous improvement.
  • Develop training programs to enhance team capabilities in IT service management and regulatory compliance.
• Process Improvement and Vendor Management:
  • Drive continuous improvement in service management processes, leveraging metrics and feedback.
  • Manage relationships with IT service vendors to ensure compliance with SLAs and quality standards.

Qualifications

• Education and Experience:
  • Bachelor’s degree in information technology, Computer Science, or a related field (Master’s preferred).
  • 8+ years of experience in IT service management, with at least 3 years in a leadership role.
  • Proven experience in defining SLAs, SLRs, and OLAs in a complex IT environment.
  • Experience coordinating IT incident response and conducting root cause analysis.
  • Prior engagement with Chinese regulators or experience in a highly regulated industry (e.g., banking) is highly desirable.
  • Proven experience with cloud platforms (e.g., Ali Cloud, AWS, Azure, or equivalent).
• Technical Skills:
  • Expertise in IT service management frameworks (e.g., ITIL v3/v4).
  • Strong understanding of incident, problem, and change management processes.
  • Familiarity with service management tools (e.g., ServiceNow, BMC Remedy, or equivalent).
  • Knowledge of banking IT systems and compliance standards (e.g., NFRA, PCI-DSS, ISO 20000).
  • Experience with performance monitoring and reporting tools.
  • Familiarity with cloud architecture, hybrid cloud solutions, and Infrastructure-as-Code (e.g., Terraform, AWS CloudFormation)
• Soft Skills:
  • Fluent written and oral English for effective communication with global teams.
  • Fluent Mandarin (written and spoken) for local operations and regulatory interactions.
  • Exceptional communication and interpersonal skills to build relationships with the Technology Center and stakeholders.
  • Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Certifications:

            ITIL Foundation or Expert certification is highly preferred.

You’ll achieve more when you join HSBC.

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Issued by HSBC Bank (China) Company Limited