ITSM/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 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 Associate Director, Service Management

In this role, you will:

• Own and maintain the ITSM risk and control view (assessments, control mapping, health reporting) for the assigned scope.
• Ensure ITSM processes comply with HSBC technology risk and control requirements, with consistent control design and strong evidence quality.
• Coordinate and support control testing (planning, walkthroughs, evidence collection) and track remediation to closure.
• Drive timely resolution of control gaps, issues, and audit findings with clear action plans, owners, milestones, and sustainable fixes.
• Monitor and report control performance using KPIs/KRIs (e.g., change success, emergency change governance, SLA breaches, backlog ageing, CMDB accuracy).
• Partner with ITSM process owners to embed controls into process design (SoD, approvals, logging, audit trails, reconciliations) and challenge exceptions.
• Provide concise updates and act as the key contact for ITSM risk/control queries; support audits and regulatory reviews with complete documentation.
• Identify systemic weaknesses, lead root-cause/preventative actions, recommend improvements, and escalate material risks/control failures via governance.

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

• 12–15 years’ experience across IT Service Management and service operations, including hands-on exposure to Change, Incident, Problem, and CMDB/Asset processes, and experience driving risk, control, audit, and remediation outcomes
• Experience supporting control testing, audit responses, and issue remediation management.
• Working knowledge of control frameworks and standards relevant to IT operations (e.g., ITIL, COBIT, ISO 20000/27001 concepts).
• Strong analytical skills with ability to interpret operational data and translate into risk insights.
• Excellent stakeholder management and communication skills; able to challenge constructively and influence outcomes.
• Experience with ServiceNow (or equivalent ITSM tooling) including reporting, workflows, and audit trails.
• Familiarity with operational resilience, availability management, and service continuity concepts.
• Prior experience in a large, regulated financial services environment

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

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Issued by – HSDI