Sr. Associate Director, Service Management

HSBC; Maharashtra; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

HSBC Software Development India seeks an experienced Senior Associate Director, Service Management to lead governance, reporting and CSI initiatives within a Tech/Operations environment. You will own KPIs/SLAs/XLAs, manage incidents and RCA programs, drive release readiness, and coordinate with business, engineering, and operations stakeholders.

The role requires 16+ years in service management, ITIL Foundation, and strong skills in ServiceNow, Power BI and Excel with clear business impact

Qualifications

• 16+ years in service management across Incident, Problem, Change and CSI in a Technology/Operations setting.
• Strong knowledge of SLAs/SLOs/XLAs and service quality metrics.
• Hands-on reporting and trend analysis using dashboards (ServiceNow, Power BI, Excel).
• Experience in post-incident reviews, RCA and preventative actions.
• Familiarity with release readiness, risk-based controls and reducing incidents.
• Excellent stakeholder management and ability to influence across teams.
• Clear communication translating technical issues into business impact.
• ITIL Foundation (or similar) and track record in operational excellence.

Responsibilities

• Set and run service quality governance, define KPIs/SLAs/XLAs, and track actions to closure.
• Own service quality reporting with dashboards and insights on performance and trends.
• Monitor end-to-end service performance across the agreed scope.
• Drive Major Incident quality with impact assessment and post-incident reviews.
• Strengthen problem management with RCA quality and preventative actions.
• Improve change and release outcomes with readiness controls.
• Lead continual service improvement with an actionable backlog and measurable benefits.
• Manage stakeholders and escalations across Technology/Business/Operations.

Skills

Incident management

Problem management

Change management

Continual Service Improvement (CSI)

Stakeholder management

Clear communication

Education

ITIL Foundation

Tools

ServiceNow reporting

Power BI

Excel

Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Sr. Associate Director, Service Management

In This Role, You Will

• Set and run service quality governance – define quality standards, KPIs/SLAs/XLAs, and lead regular service reviews with actions tracked to closure.
• Own service quality reporting – maintain dashboards and provide clear insights on performance, trends, and hotspots.
• Monitor end-to-end service performance – track availability, reliability, incident trends, and customer impact across the agreed scope.
• Drive Major Incident quality – ensure effective impact assessment, communications, and timely post-incident reviews.
• Strengthen Problem Management – assure RCA quality, prioritise preventative fixes, and reduce repeat/known-error incidents.
• Improve change and release outcomes – monitor change success/failure, reduce emergency changes, and support release readiness controls.
• Lead continual service improvement (CSI) – build and manage an improvement backlog focused on resilience, observability, and automation, with measurable benefits.
• Manage stakeholders and escalations – coordinate Technology/Business/Operations (and vendors where relevant), translating technical issues into business impact and escalating risks early.

To be successful in this role, you should meet the following requirements:

• 16+ Service management experience across Incident, Problem, Change and Continual Service Improvement (CSI) within a Technology/Operations environment.
• Strong understanding of service quality metrics (SLAs/SLOs/XLAs), including availability, reliability, change success, and incident performance.
• Hands-on reporting and analysis capability—able to build/interpret dashboards and trends (e.g., ServiceNow reporting, Power BI, Excel).
• Major Incident and RCA expertise—experienced in post-incident reviews, driving corrective/preventative actions, and reducing recurrence.
• Change & release quality mindset—familiar with release readiness, risk-based controls, and reducing change-related incidents.
• Stakeholder management skills—able to influence across teams without direct authority and work effectively with business, engineering, and operations.
• Clear communication—able to translate technical issues into customer/business impact and present updates to senior stakeholders.
• Relevant qualification or equivalent experience—ITIL Foundation (or similar) desirable, plus a track record in operational excellence/continuous improvement.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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Issued by – HSBC Software Development India