Sr. Associate Director, Service Management

HSBC; Pune District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

HSBC Software Development India is seeking a Sr. Associate Director to lead service management, governance, and CSI in a hybrid Pune environment. You will define KPIs, monitor incident trends, and drive improvements across change, release, and RCA processes.

The role requires extensive experience in ITIL-aligned service management, stakeholder leadership, and strong reporting skills using ServiceNow, Power BI, and Excel.

Qualifications

• 16+ years of service management experience within technology/operations.

Responsibilities

• Define quality standards, KPIs/SLAs/XLAs and lead governance reviews.
• Own service quality reporting with dashboards and insights.
• Monitor end-to-end service performance including availability and incident trends.
• Drive major incident quality with effective RCA and post-incident reviews.
• Strengthen problem management and reduce recurring incidents.
• Improve change and release outcomes with risk-based controls.
• Lead continual service improvement with measurable benefits.
• Coordinate stakeholders across Technology/Business/Operations and vendors.

Skills

Service Management

Incident

Problem

Change

CSI

KPI/SLAs

RCA

Dashboards

Power BI

Stakeholder Mgmt

Communication

Education

ITIL Foundation

Tools

ServiceNow

Power BI

Excel

Job description

Sr. Associate Director, Service Management

Location:

Pune, MH, IN, 411006

Brand: HSBC

Area of Interest: Technology

Role Workstyle: Hybrid Worker

Date: 18 Aug 2026

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 experienceacross 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.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India