Witalij Szoka

Enthusiast
DISC Type : i

Global Head of Operations (Contact Centre) at HSBC

Cracow Metropolitan Area, Poland

Overview

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.

Personality Overview

Consensus Focused

Non-Confrontational

Optimistic

They prefer to build relationships rather than staying totally transactional.  They are generally friendly, so be careful when relying on their word. Unlike D or C types, they are convinced more by stories and testimonials.

Topics They Care 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.
Contact Centre Operations
His current role as Global Head of Operations is specifically focused on the contact centre, indicating deep expertise in this area of telecommunications services.

Media Appearances

Global giant in Kraków – How does the HSBC service centre operate?. Featured in FOCUS ON Business

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Work History

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

Education

2014 - 2015
Postgraduate Studies from AGH University of Krakow
2009 - 2011
Master of Arts (MA) from Jagiellonian University

More Information

Social Presence :

Prographics :

Exp : 14 Location : Cracow Metropolitan Area, Poland Job Level : Mid-senior Designation : Global Head of Operations (Contact Centre) at HSBC
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Insights For Selling To Witalij

During A Call Or A Meeting

DO's

  • Invite them for a lunch or a drink/coffee
  • Compliment them about their personality if you get a chance
  • Give them the opportunity to lead the conversation where possible

DONT's

  • Avoid overloading them with too much information
  • Don’t be excessively objective, be like a storyteller with them
  • Don't be critical or challenge them openly, they can react defensively

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Witalij is

  • Relationship and rapport are valuable for them, but so is proven product value.
  • Will you ever get a clear answer from Witalij

  • They will hardly ever say a direct no.

Insights For Deal Planning

    How fast (or slow) will Witalij move?

  • Even when they are constantly engaged, they do not reach decisions quickly.
  • Can Witalij take some risk or not?

  • They can take some low-probability risks if needed.

You And Witalij

Personality Compatibility


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