Witalij Szoka in

Witalij Szoka

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Global Head of Operations (Contact Centre) at HSBC
📍 Cracow Metropolitan Area, Poland

Witalij is a seasoned IT operations leader, currently serving as the Global Head of Operations for Contact Centres at HSBC. His career spans roles at Cisco, Accenture, and ABB, with a focus on IT service management, operational stability, and managing global teams. He holds an ITIL Intermediate certification and pursued postgraduate studies at AGH University of Krakow.

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Experience
14 Years
Current Role
Global Head of Operations (Contact Centre)
Job Level
Mid-senior
Location
Cracow Metropolitan Area, Poland
Personality Overview

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Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Witalij cares about

Global Team Management
Manages diverse, global teams of engineers at HSBC, focusing on a "Follow the Sun" support model to ensure continuous service and operational stability across regions.
IT Service Delivery
His career at HSBC, Cisco, and Accenture has centered on managing service delivery through ITIL best practices to meet and exceed client SLAs and KPIs.
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Career

Work history

6-2025
Global Head of Operations (Contact Centre)
HSBC
7-2020 - 5-2025
IT Service Operations Manager EMEA
HSBC
9-2016 - 6-2020
IT Operations Manager
Cisco
5-2015 - 8-2016
Associate Service Delivery Manager
Accenture
5-2014 - 5-2015
IT Applications Specialist
ABB
In the press

Media appearances

Global giant in Kraków – How does the HSBC service centre operate?. Featured in FOCUS ON Business
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Education
2014 - 2015
Postgraduate Studies
AGH University of Krakow
2009 - 2011
Master of Arts (MA)
Jagiellonian University
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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