Change and Risk management/Associate Director, Service Management

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 organizations 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 realize their ambitions.

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

In this role you will:

• Be a trusted partner to senior executive leaders across Business, Technology and Operations, providing clear service health insights and recommendations while ensuring that service design and prioritization are shaped by customer experience, cost, controls, colleague, and sustainability outcomes. You will challenge constructively, influence stakeholders to focus efforts accordingly, and deprioritize where required to protect service stability and strategic outcomes.
• Lead cross-functional teams through service governance and operational forums to translate complex business priorities, risk themes, and technology change into clear service roadmaps, operating models, and measurable performance targets. You will take initiative in researching new ideas (e.g., SRE practices, automation, observability), assessing their impact, value, and risks, and promoting wider industry developments and functional best practices during engagements with senior stakeholders.
• Define service strategy and influence stakeholders to agree on investment, capacity, and resources to deliver service outcomes. Work with senior leadership across Business, Technology and Operations to define and deliver service improvements aligned to the broader portfolio and value stream priorities, evolving team culture and ways of working to strengthen accountability, reliability, and pace.
• Oversee and manage end-to-end service performance and operational execution, quickly identifying and resolving issues, analyzing changes and subsequent impacts, and leading the operational readiness required for releases. Additionally, you will ensure service dependencies are understood and managed across platforms, applications, infrastructure, and third parties.
• Provide oversight of progress and reporting on governance, controls, and resilience for high priority services by actively engaging senior stakeholders. You will maintain a single source of truth for service performance, risks, issues, decisions, and escalations, and support service reviews and executive reporting to ensure effective prioritization and transparent management of outcomes.
• Be accountable for ensuring that teams and partners have the necessary skills and standards to deliver required service outcomes, and that the performance of strategic suppliers meets agreed expectations. You will also be responsible for managing service costs, headcount inputs (where applicable), risks, issues, and remediation plans to closure.
• Be responsible for staying well-informed about emerging technology and innovation, and how this can be applied to improve service quality, efficiency and effectiveness of the bank, and customer and colleague experience—without compromising resilience, security, or control requirements.
• Embed sustainable service outcomes while enabling seamless transition to business as usual, driving continual improvement and operational excellence. You will develop and implement service improvement plans and adoption activities to ensure changes are embedded, benefits are realized, and service performance continues to improve over time.

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

• 15–20+ years’ experience in Technology Service Management, IT Operations, Business Service Ownership, or related leadership roles within large, complex organizations (financial services preferred).
• Strong working knowledge of ITIL-aligned practices (Incident, Problem, Change, Service Level, Continual Improvement); ITIL certification desirable.
• Experience with resilience and operational readiness (DR, failover testing, capacity planning, dependency mapping, runbooks).
• Experience managing third-party/vendor performance and service governance.
• Demonstrate practicality and flexibility in planning and prioritization, efficiently adapting to unforeseen changes while maintaining service stability. The ideal candidate can test, learn, and suggest improved ways of working while constructively challenging the status quo.Have a comprehensive understanding of end-to-end service management, from defining service models and SLAs/OLAs to operational readiness, incident/problem/change management, and continual improvement—ensuring outcomes are measurable and owned.
• Bring experience managing material changes to scope, schedule, resources, or budget, leveraging governance and change control processes. Understand and advocate disciplined operational practices and the use of data (KPIs, trends, root cause insights) to drive decisions.Demonstrate understanding of complex business drivers and imperatives, with strong problem solving and critical thinking skills to bring structure and discipline to large-scale, unstructured, and complex service challenges.
• Proven capability in successfully leading enterprise-scale services (global/regional) in regulated environments, improving availability, resilience, and customer experience while adhering to required frameworks and ways of working.Excellent inter-personal and communication skills, with proven expertise in translating complex technical and operational information into clear and concise messages that influence stakeholders and build credibility—particularly during high-pressure events such as major incidents.
• Proven ability to work across culturally diverse environments, leveraging globally available resources and partners to achieve shared outcomes and strengthen collaboration across boundaries.Strong understanding of service adoption and embedding activities, ensuring improvements transition smoothly into BAU and deliver measurable benefits, combined with strong leadership to maintain momentum and deliver with both quality and pace.In-depth knowledge of risk and control taxonomy, including identification, ownership, management, and reporting of inherent and residual risks and controls, with experience engaging audit, compliance, and operational risk stakeholders.

You’ll achieve more when you join HSBC.

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Issued by – HSBC Software Development India.