Senior Associate Director, Service Management Specialist

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.

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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.

Department: Wealth & Prem Solutions Tech 

 In this role, you will:

• Single accountable owner for the service across its lifecycle, working with Product, Engineering, Operations, Cyber, Architecture, Vendors and Change teams to maintain stable outcomes and smooth change
• Own end-to-end health, performance, risk and continual improvement of WPS IT services (e.g., payments, cards, lending, digital channels), ensuring they are reliable, secure, compliant, cost-effective, and customer centric.
• Maintain the service model: components, RACI, support model (L1–L3), and operating procedures.
• Own service availability, resilience, capacity and performance targets; drive observability and proactive monitoring.
• Accountable for major incident readiness and outcomes: escalation paths, comms, technical bridging, and customer impact assessment.
• Ensure robust root cause analysis (RCA), problem management, and prevention of repeat incidents.
• Ensure changes are assessed for risk, tested appropriately, and deployed safely (including backout plans). Partner with delivery teams to improve release quality, reduce change failure rate, and shorten recovery times.
• Own service risk registers, organisational metrics, control attestations, and remediation plans; manage operational resilience requirements.
• Ensure the service meets security, regulatory, audit and policy requirements (e.g., access controls, logging, vulnerability management).
• Oversee vendor/service provider performance, SLAs/OLAs, contractual obligations, and continual improvement.
• Defining the right service offerings, balancing business and customer needs and demands against costs.
• Overseeing the design process, the solution architecture and definition of key metrics to ensure the Service will meet the strategic goals.
• Assure compliance with Group objectives, standards, policies and procedures, regulatory requirements, technical architecture, and business objectives.

 In this role, you will:

• Essential skills for this role include but is not limited to knowledge around Wealth and Personal Banking solutions including Retail Banking products, conversant on various surround teams and applications supporting this space such as core banking, staff & customer channels, messaging, utilities, alerts, operations, BI systems, external partners like Visa, MasterCard, Idemia, Loyalty partners etc. along with knowledge on products, features and services offered.
• Graduate or higher qualification preferably in an IT discipline
• 15+ years’ experience in IT Service management of which at least 3 years must be in an IT Service Manager or similar role with proven capability to manage small to medium teams spread across different countries
• Sound knowledge of Banking IT systems and underlying business processes; good knowledge of hardware components will be an additional asset
• Exposure to all stages of the application development process, from specification & design, development & testing, through to implementation and production support
• Proven ability to deliver under pressure & tight deadlines; readiness to work flexible hours
• Proven ability to manage small to medium sized teams and delegate authority; Strong people management and leadership experience
• Ability to develop cohesive working relationships with business partners
• Aware and sensitive to regulatory, business and operational risk
• Good working knowledge of functional area in an operational or consulting capacity
• Find logical solutions to problems and manage to resolution
• Excellent understanding of how technology adds value to the business and ultimately the end customer
• Demonstrated ability to rapidly build relationships with key stakeholders
• Experience of managing 3rd party vendor agencies and consultancies
• Have experience working with Agile lifecycle, tracking and process management tools.
• Ability to work in an unstructured and changing environment, competent at managing an ever-changing backlog and are able to pivot on strategy and priorities when business needs arise
• Customer focused, results based approach, able to deliver to deadlines.
• Good knowledge of IT policies and practices combined with IT hardware, software, operations and networks experience
• Excellent negotiation and diplomatic problem solving skills to resolve issues across functional areas and between the organization and external parties.
• Proven ability to rapidly build relationships with key stakeholders, selectively communicating technical ideas to both technical and non-technical stakeholders
• Excellent communication skills and an understanding of how to work with global teams to be effective across video conferencing, email, messaging, time zones
• Ability to influence teams to think "outside" the box and look at solutions/approaches outside traditional comfort zones
• Able to broker agreement between IT and the business in a tactful and non-aggressive way
• Ability to professionally challenge and fine-tune costs without impacting on quality of delivery
• Strong interpersonal skills
• Energetic, positive attitude and team player, having a sense of urgency and enthusiasm in developing a best in class product.

You’ll achieve more when you join HSBC.www.hsbc.com/careers

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”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