IT Service Management Manager (Incident, Problem Management and Governance) / Associate Director

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 a Associate Director, Tech SME Specialist

In this role, you will:

• Own and embed a consistent Service Management operating model across CTO Platforms, aligned to the wider CTO Service Management function.
• Standardise processes and controls (incident, problem, change, resilience and service reporting) and ensure they are adopted consistently across engineering and platform teams.
• Provide governance, oversight and constructive challenge to engineering teams to improve operational rigour, reduce risk and raise service quality.
• Lead Incident & Problem Management uplift, improving incident hygiene, quality, and end-to-end management disciplines across the estate.
• Drive resilience uplift by identifying systemic weaknesses, tracking remediation, and ensuring follow-up actions reduce repeat incidents and improve service stability.
• Implement and optimise standard tooling and automation, partnering with process owners and teams to introduce AI-enabled solutions that reduce manual effort and operational toil.
• Ensure effective internal change reviews and Post Incident Reviews (PIRs) are completed to a high standard, with clear, owned actions and measurable outcomes.
• Use data and insights to improve services, analysing trends/themes across CTOp to prioritise improvements, shape reporting, and support executive papers and presentations.

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

• Proven experience leading a Service Management / ITSM team with accountability for outcomes across incident, problem, change and service controls.
• Significant experience operating in a large, regulated enterprise environment (ideally banking/financial services), with strong understanding of risk, audit and operational control expectations.
• Strong practical knowledge of IT Service Management disciplines, including designing/standardising processes and embedding a consistent operating model across multiple technology teams.
• Technically credible across both infrastructure and software platforms, with the ability to understand service architectures, develop “technical empathy”, and engage engineering teams on incident drivers, failure modes and remediation options.
• Demonstrable capability leading Incident Management uplift: improving incident hygiene/quality, severity management, communications, and ensuring disciplined execution and governance throughout the incident lifecycle.
• Deep experience in Problem Management and resilience improvement, including facilitating high-quality PIRs/RCA, identifying recurring themes, and driving preventative actions to completion to reduce repeat incidents and improve stability.
• Strong experience in governance, oversight and compliance: running service governance forums, assuring adherence to controls, ensuring internal change reviews are completed, and evidencing action tracking and closure.
• Data-driven and improvement-focused, with experience defining and tracking OLAs/OLIs and partnering with process owners to implement standard tooling, automation and AI-enabled solutions that reduce operational toil and improve service performance.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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Issued by – HSBC Software Development India