Social network you want to login/join with:
Senior Recovery Lead and Head of Service Reliability, Sheffield
Client: HSBC Global Services Limited
Location: Sheffield, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: c8c80cf78db1
Posted: 27.05.2025
Expiry Date: 11.07.2025
Job Description:
Join a digital first bank that’s powered by people.
Our technology team builds innovative digital solutions rapidly and at scale to deliver the next generation of banking services for our customers around the world.
Service Management’s purpose is to protect the availability, integrity and confidentiality of IT Services that underpin customer and colleagues experience of the HSBC brands. It is a multi-functional team comprising Change Management, Incident Management, Problem Management, Service Level Management, Outage Management, Service Recovery, and Service Insights and Reporting.
We are seeking a senior technology leader to take on the dual role of Senior Recovery Lead and Global Head of Service Reliability. This is a highly visible, high-impact position reporting to the Global Head of Service Management, with a mandate to transform how we recover from incidents and build long-term service resilience.
This individual will lead a global team of technical experts who act as escalation partners during major incidents—helping reduce time to recover (TTR) through technical engagement, coordination, and engineering-driven solutions. Beyond recovery, this leader will also own the strategic and tactical roadmap for building reliable, self-healing systems in collaboration with Problem Management, SRE, and Platform teams.
Job Requirements:
* Incident Recovery Leadership
o Lead a global, follow-the-sun team that acts as technical escalation during major incidents.
o Partner with Incident Managers and Service Owners to diagnose and resolve incidents quickly, reducing TTR.
o Bring calm, coordination, and clarity during high-pressure recovery efforts.
* Collaborate with Problem Managers, SRE, and Platform Engineering teams to identify systemic causes of incidents and eliminate them.
* Own and drive long-term remediation plans, including automation and reliability engineering.
* Track follow-up actions to ensure accountability and reduce incident recurrence.
* Service Reliability Engineering Strategy
o Define strategies for resilience, including self-healing, automation, and risk mitigation.
o Embed reliability standards and continuous improvement into engineering workflows.
o Influence system design with reliability in mind.
* Own incident scenario planning, mass recovery simulations, chaos testing, and resilience drills.
* Coordinate with risk teams to meet regulatory and operational resilience standards.
* Leadership, Influence & Culture
o Build and lead a high-performing global team with a culture of ownership and collaboration.
o Foster a blameless, learning culture focused on root cause analysis and continuous improvement.
o Act as a trusted partner across engineering, infrastructure, risk, and service management.
Qualifications and Skills:
* Experience in Site Reliability Engineering, Infrastructure, DevOps, or Technical Operations.
* Leadership experience with global technical teams in high-scale environments.
* Deep expertise in incident recovery, automation, and platform reliability.
* Knowledge of problem management, root cause analysis, and resilience engineering.
* Experience with resilience exercises, chaos engineering, and incident testing at scale.
* Comfort working in regulated environments and with compliance teams.
* Excellent stakeholder management and communication skills.
* Technical depth across infrastructure, applications, and cloud architectures.
* Proven recovery leadership skills under pressure.
* Strategic mindset focused on system robustness and automation.
* Ability to drive cultural and engineering change for stability.
* Adept at cross-functional collaboration.
This role is based in Sheffield.
We value diversity and inclusion. If you require accommodations during the recruitment process, please contact our Recruitment Helpdesk.
#J-18808-Ljbffr