HSBC Germany is part of the HSBC Group. We are looking for employees (m/f/d) with personality! People who stand up for our common goals as well as for each other, while at the same time finding convincing solutions for our customers. If you are looking to combine seemingly incompatible things at your next employer, we would like to welcome you at HSBC.

To strengthen our team in Düsseldorf, we are looking for someone to fill the following position with immediate effect: Head (m/w/d) of IT Service Management for Germany

The Head of IT Service Management for HSBC in Germany is responsible for ensuring the delivery of Service Management to support the objective of Technology in the region. The role involves managing the day-to-day activities of the IT Service Management teams supporting Germany, overseeing the performance of services consumed within the region against their service level agreements. The Head of IT Service Management for Germany is also responsible for identifying areas for improvement and working with Global Businesses and Functions in implementing changes to enhance the efficiency and effectiveness of consumed services in the market.

Reporting to the CTO Head of IT Service Management for HSBC Bank plc & Europe, you will play a critical role in ensuring the effective delivery of consumed services and solutions that support the business objectives of the Bank. This is an excellent opportunity for an experienced Service Management professional to join a leading financial institution and make a significant contribution to the success of the organisation.

Managing a direct team and budget of circa 6 resources, the role will support the outcomes of Vision ‘27 across Speed, Scale & Resilience whilst accelerating the build out and development of a world-class capability that attracts, nurtures, and retains talent.

The person in this role will be commercially astute, an excellent communicator and able to partner strongly with executive level business stakeholders (Chief Information Officers (CIOs) and Chief Operating Officers (COOs) and their teams). They will work with business leaders to define technology strategies, create new solutions and drive a culture of continuous improvement. They will also be partnering with other Digital Business Services (DBS) and IT counterparts, at various management levels of the organisation including in-country leadership.

  • Manage and lead the Germany IT Service Management team to ensure efficient and effective delivery of IT services and solutions that meet the needs of the business
  • Actively support Global Businesses and Functions to ensure that IT services meet agreed service levels, and that incidents are effectively communicated and resolved within defined SLAs
  • Develop and maintain strong relationships with key stakeholders across the bank, including business units, vendors, and other technology teams
  • Provide regular Performance and Control metrics related to service level agreements, Incident Management, Change Management and Service Recovery
  • Identify areas for improvement in IT service delivery and develop and implement strategies to address these issues
  • Ensure compliance with regulatory requirements and internal policies related to IT Service Management
  • Stay up to date with industry trends and best practices in IT service management, and apply this knowledge to improve the efficiency and effectiveness of IT services in the region

  • Proven experience in Service Management in a banking or financial services organisation
  • Strong technical knowledge of relevant technologies and DevOps ways of working
  • Excellent leadership and team management skills, with the ability to motivate and inspire teams to achieve their goals
  • Strong communication and interpersonal skills, with the ability to articulate technical concepts to non-technical stakeholders
  • Able to manage a variety of senior stakeholder relationships and develop a trusting working relationship with them
  • Demonstrable success in understanding and delivering towards customer needs in large, global, complex organisations
  • Ability to work in an unstructured and changing environment
  • Strong drive to get things done and work in an environment with many moving parts but still find a way forward
  • Directing process re-engineering and efficiency exercises
  • Strong ability to balance risks vs rewards
  • Respectful of different cultures, working with colleagues from across the Group
  • Fluency in English, working knowledge of German is an advantage

Even if you feel you do not meet 100% of our qualifications, we encourage you to apply, if you believe this role is right for you.

  • Work-life balance: We offer flexible working models such as flextime, home office and part-time options.
  • Family friendliness: You find it hard to reconcile your family and your career? Not with us! Among other things, we offer (comprehensive/ wide-ranging) child care options in our company nursery schools.
  • Development: At HSBC we never stand still. Thanks to HSBC My Career and HSBC University, we offer you the opportunity for continuous (personal) development and to acquire future skills. This includes helpful tools for individual career planning.
  • Perks: Our company ticket, a company bike or discounts from our ‘Corporate Benefits’ programme – will help you save money!
  • Health: We offer a comprehensive range of health-related services such as medical check-ups, a family service or joint sports groups. Take your pick!