IT Service Delivery Manager

About the role

The IT Service Delivery Manager leads the day-to-day operation, support and governance of local technology services at HSBC. The role ensures reliable service delivery, effective technology lifecycle management, strong supplier oversight and compliance with HSBC governance and regulatory requirements. It works closely with colleagues, business stakeholders, technology teams and third-party providers to keep the technology environment resilient, efficient and well governed.

Key responsibilities

• Lead and coordinate end-user technology support, resolving incidents and service requests promptly and escalating them appropriately
• Act as accountable owner for designated IT services, covering availability, performance, risk, stakeholder reporting and continuous improvement
• Maintain accurate records of hardware, software and other technology assets and oversee local data-centre operations, including equipment, access controls, environmental monitoring and maintenance
• Administer locally managed applications (access, configuration, upgrades, incidents) and manage external suppliers and service providers, including contract-related activities
• Act as the local technology point of contact for regulatory and governance projects, coordinating requirements, evidence, actions and stakeholder updates

Required profile

• 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
• Experience managing technology projects or workstreams, including planning, scheduling, risk and issue management and stakeholder communication
• Experience in a regulated environment, with an understanding of confidentiality, information security and compliance

Required skills

• Strong understanding of IT service management principles, technology controls, operational risk and service continuity
• Desirable: experience with software development, scripting, APIs, databases or application integration
• Advantageous: familiarity with low-code/no-code platforms, especially Microsoft Power Platform and Power Apps