Client
HSBC Pensions
Industry
Financial services and pensions
Service partner
ServiceJi
The challenge
HSBC Pensions operates a regulated, customer-facing digital platform where reliability, accuracy, and controlled publishing are essential. The organisation required dependable support for its Sitecore CMS environment, covering both business-as-usual activity and project-based work.
HSBC Pensions needed a partner capable of providing Sitecore CMS support services across development, deployments, and publishing operations. This included supporting the first Sitecore deployment, managing pre-production environments, handling frequent content and change requests, and providing out-of-hours publishing support when required.
The engagement also required close coordination with agency and delivery partners, structured managed-services processes, and the ability to operate within the governance expectations of a global financial institution.
The solution
ServiceJi provided dedicated Sitecore CMS support services for HSBC Pensions, operating as part of a managed services delivery model.
The scope included Sitecore development and CMS BAU support, covering both day-to-day operational activity and project work. ServiceJi supported the successful first Sitecore deployment for HSBC Pensions and established a stable pre-production environment to enable controlled testing and release management.
ServiceJi provided dedicated CMS and Sitecore resources to manage change requests, support releases, and assist with live deployments. This included ownership of CMS-related build and release activities, ensuring publishing processes were executed safely and in line with governance requirements.
Operational support extended to out-of-hours publishing for Sitecore environments hosted on Rackspace, ensuring availability and continuity when content updates were required outside standard business hours.
ServiceJi worked closely with HSBC stakeholders and agency partners, coordinating handovers, managing BAU activity, and supporting longer-term SOW initiatives such as hybrid page development, database transition work, and retirement-focused content updates.
The results
ServiceJi helped HSBC Pensions establish its first Sitecore deployment and a pre-production environment, then supported ongoing CMS changes and managed releases. Its team also provided out-of-hours publishing for the Rackspace-hosted platform and coordinated delivery with HSBC stakeholders and agency partners. This provided continuity across launch, project and business-as-usual activities in a regulated environment.
What stakeholders said
Over the course of the engagement, ServiceJi received strong feedback from both agency partners and HSBC stakeholders involved in the HSBC Pensions platform.
Luke Taylor, Senior Account Manager at VML, shared the following feedback on behalf of his team and HSBC stakeholders:
“Just want to pass on our huge thanks to you for your amazing support over the years. You have been absolutely brilliant. Given the length of time they have been assisting the Scheme, could you please extend my sincere thanks to the whole team. The support has always been extremely helpful, sometimes at short notice, and has been much appreciated.”
Melissa Kelly, Communications Officer at HSBC Bank Pension Trust (UK) Limited, also shared her feedback directly:
“I sincerely appreciate all your work on Future Focus over the last few years. It has been a pleasure to work with you on the various activities. You and your team have always been a pleasure to deal with and it has made things a lot easier at times.”
Luke Taylor later added:
“The team has always been extremely supportive and helpful, and the clients have really appreciated the responsive nature of the support given.”
What the feedback highlights
Feedback consistently highlighted the team’s responsiveness, long-term reliability, and collaborative approach.
Why this matters
This case study demonstrates how Sitecore CMS support services can support regulated financial platforms that require controlled publishing, structured governance, and reliable operational delivery.
ServiceJi provides enterprise organisations with dedicated Sitecore expertise across development, deployments, BAU support, and publishing operations. For teams operating complex Sitecore environments, this approach reduces risk, improves continuity, and supports long-term platform stability.
Explore how Sitecore CMS support services operate for global consumer brands in the Aston Martin case study.
Read our guide on Sitecore CMS support services for enterprise websites.
Explore more examples of how ServiceJi supports complex platforms in our case studies hub.
Explore related Application Support and Maintenance services.
HSBC Pensions engagement highlights
Sitecore deployment
Support for the initial Sitecore deployment and associated CMS development work.
Pre-production readiness
An established environment for controlled testing and release preparation.
Governed publishing
CMS updates, publishing and releases managed through approved workflows.
Out-of-hours support
Publishing assistance for the Rackspace-hosted Sitecore platform outside standard hours.
