HSBCJP00051624 IT Service Owner and IT Service Manager

IT Service Owner and IT Service Manager

Location: Kraków

Contract Type: B2B

Salary: 150PLN/hour - 170 PLN/hour 

Work Model: Once a week from the Krakow office

Global Operations and Automation (GO&A) is a worldwide team working closely with business and technology units to deliver a range of innovative products. With over 700 team members around the globe, they manage 70+ products and solutions across Process & Workflow Automation, Enterprise Document Management (EDM), and Customer Communication Management (CCM). The GO&A team in Poland serves as a nearshore hub for European countries, supported by a larger offshore network. The team is focused on building, implementing, and maintaining new initiatives and systems for internal users across the EU, developing solutions that empower local businesses to meet regulatory requirements and growth objectives. Located in Krakow, this tech center serves as a crucial link between regional business teams and broader technology units. Their product range covers digital signatures, workflow management, content handling, and process automation, all achieved with considerable autonomy and flexibility in technology direction for the EU market. GO&A is seeking new team members to support this journey, contributing to the technological evolution and advancing capabilities within the EU and beyond.

Key Responsibilities

This role centers on IT Service Ownership and IT Service Management, with minor responsibilities in department organization (50/40/10).

• ITSO Role: Responsible for GO&A services, including service management, control, and upgrades (50%)
• Service Management: High-level support to ensure countries meet KPIs (40%)
• Department PMO: Basic project management tasks (10%)

Key Activities

1. IT Service Owner Scope:

• Acts as the point of contact and support for IT services, ensuring alignment with ITIL Service Lifecycle phases: Strategy, Design, Transition, Operation, and Improvement.
• Requires high-level understanding of systems without deep technical expertise.
• Handles service reviews, resilience tests, adherence to SLAs, and regular communication with stakeholders.
• Contributes to strategic planning for Technology Service Management and service requirement forecasting.
• Manages onboarding of IT services and delegation of information requests.
• Maintains service and application data in inventory tools.

1. Service Management:

• Provides expertise in Service Management, supporting best practices and quality standards in Service Management across multiple disciplines.
• Offers support for Service Management tools and methods across the regions.
• Builds strong relationships with business users and management in supported sites, including cross-country best practices meetings.
• Supports Configuration Management and Change, Incident, and Problem Management.
• Participates in Change Advisory Board meetings and in ServiceNow dashboard creation and user support.
• Maintains the team’s Confluence site, streamlining processes through this platform.

Key Skills and Qualifications

• Proficient English communication skills, both verbal and written
• Strong analytical and lateral thinking abilities
• Experience in IT Service Management, with solid knowledge of ITIL methodologies, especially in Service Level Management, Service Continuity, Information Security Management, Change, Incident, and Problem management
• ServiceNow experience is required
• Adaptable team player, comfortable with change
• Basic understanding of IT systems and operational environments
• Additional language skills (French/German) are advantageous