Service Excellence & TRCB lead - #1776284

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfill your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support, and rewards that will take you further.

Technology teams in the UK work closely with our global businesses to help design and build digital services that allow our millions of customers around the world to bank quickly, simply, and securely. They also run and manage our IT infrastructure, data centres, and core banking systems that power the world’s leading international bank. Our multi-disciplined teams include: DevOps Engineers, IT Architects, Front and Back End Developers, Infrastructure Specialists, Cyber Experts, as well as Project and Programme Managers.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

Enterprise Technology is responsible for designing, building, and maintaining systems owned by Group Functions (Risk, Compliance, Finance, Core Banking, Corporate Functions, and Deputy COO). The organization comprises over 8,000 people across 14 countries, supporting over 3,000 applications.

The Service Excellence & Technology Risk and Control Book (TRCB) lead for Oracle Fusion technologies VSATT will drive service excellence. This involves supporting operational resilience initiatives, ensuring adherence to, and driving improvements regarding, GCIO DORA metrics, and enhancing the technology risk and control work to maintain compliance. The role supports key initiatives across the Fusion technology estate to evolve and improve support practices and user engagement.

The role requires experience in 'run the bank' (RTB) cloud technology operations, either managing or operating within a team. Prior knowledge of GCIO initiatives related to operational resilience and technology risk, along with a proven ability to develop and execute strategies, is essential.

In this role, you will:

• Collaborate with the Fusion IT Service Owner, engineering PODs, and operational teams to drive service excellence and improve Oracle Fusion technology resilience.


• Support the development of KPI reports to measure and improve support processes and operating models.


• Communicate effectively, both written and verbally, to present management information from dashboards, town halls, and stakeholder presentations.


• Lead service management forums, working with teams and external cloud partners to strategize and improve services.


• Manage multiple activities and stakeholders, ensuring delivery within fixed timelines.


• Promote continuous improvement in work practices and tooling.

To succeed, you should have:

• Experience managing complex deliverables and strategic initiatives from development to production.


• Understanding of Enterprise Resource Planning systems, especially Oracle Fusion.


• Experience within or operating from an IT Service Management environment.


• Knowledge of risk management and controls.


• Experience with Continuous Service Improvement.

This role is based in Sheffield with hybrid working arrangements.

Opening up a world of opportunity

At HSBC, we value diversity and inclusion. We are committed to creating an accessible workplace for everyone, regardless of gender, ethnicity, disability, religion, sexual orientation, or age. We are a Disability Confident Leader and will offer interviews to candidates with disabilities or long-term conditions who meet the minimum role criteria.

If you require accommodations during the recruitment process, please contact our Recruitment Helpdesk.