Senior Associate Director, Service Management Specialist

HSBC
Pune
Workplace: OnsiteFull timeFunction: Executive & General ManagementEducation: bachelorsSkills: ["Leadership","Negotiation","Problem-solving","Communication","Stakeholder management"]

Own end-to-end service lifecycle for Wealth & Personal Banking IT services, ensuring reliable, secure, compliant, customer-centric outcomes. Lead service health, performance, risk, continual improvement, and maintain service models (components, RACI, L1–L3 support, operating procedures). Drive observability, proactive monitoring, incident readiness and RCAs, and oversee safe risk-assessed change deployment. Partner across Product, Engineering, Operations, Cyber, Architecture, vendors, and delivery teams to improve releases, reduce failures, and strengthen operational resilience.

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FursaFursa
HSBC
HSBC
2 days ago

Senior Associate Director, Service Management Specialist

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Job Summary

Own end-to-end service lifecycle for Wealth & Personal Banking IT services, ensuring reliable, secure, compliant, customer-centric outcomes. Lead service health, performance, risk, continual improvement, and maintain service models (components, RACI, L1–L3 support, operating procedures). Drive observability, proactive monitoring, incident readiness and RCAs, and oversee safe risk-assessed change deployment. Partner across Product, Engineering, Operations, Cyber, Architecture, vendors, and delivery teams to improve releases, reduce failures, and strengthen operational resilience.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Accountable owner for the service across its lifecycle, partnering with Product, Engineering, Operations, Cyber, Architecture, vendors, and Change teams to maintain stable outcomes and smooth change.
  • •Own end-to-end service health, performance, risk, and continual improvement for WPS IT services (payments, cards, lending, digital channels).
  • •Maintain the service model (components, RACI, L1–L3 support model, and operating procedures) and drive observability, proactive monitoring, and targets for availability, resilience, capacity, and performance.
  • •Be accountable for major incident readiness and outcomes, including escalation paths, communications, technical bridging, and customer impact assessment; ensure robust RCA and prevention of repeat incidents.
  • •Oversee service risk registers, controls/attestations, remediation plans, vendor/SLAs/OLAs, and ensure changes are risk-assessed, tested, deployed safely with backout plans and improved release quality/recovery times.

Pay and Benefits

Perks:Flexible Working

Key Requirements

  • •15+ years’ experience in IT service management, including at least 3 years as an IT Service Manager or similar role with capability to manage small to medium teams.
  • •Sound knowledge of banking IT systems and underlying business processes, with exposure to Wealth and Personal Banking/Retail Banking solutions and supporting applications.
  • •Experience managing end-to-end service lifecycle outcomes: service health, performance, risk management, continual improvement, and service availability/resilience/capacity.
  • •Strong people management and leadership experience, including the ability to delegate, build relationships with business partners, and work effectively with global teams.
  • •Experience with Agile lifecycle and working in an unstructured, changing environment while managing backlogs and prioritisation under deadlines.
Experience:BankingFinancial servicesIT service management
Education:Bachelor's in IT
Skills:LeadershipNegotiationProblem-solvingCommunicationStakeholder management
Tech Stack:AgileIT service managementObservabilityMonitoringRCA

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn