Sr. Associate Director, Service Management

HSBC
Pune
Workplace: OnsiteFull timeFunction: Executive & General ManagementSkills: ["Stakeholder management","Communication","Service improvement","Risk escalation","Analytics"]

Lead service quality governance across incident, problem, change, and continual service improvement within a technology/operations environment. Own service quality reporting with dashboards and KPI/SLA/XLAs, monitor end-to-end service performance, and drive Major Incident quality through strong impact assessment and post-incident reviews. Improve RCA quality, change/release outcomes, and resilience through an improvement backlog—while managing escalations and aligning stakeholders across Technology, Business, Operations, and vendors.

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FursaFursa
HSBC
HSBC
1 day ago

Sr. Associate Director, Service Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead service quality governance across incident, problem, change, and continual service improvement within a technology/operations environment. Own service quality reporting with dashboards and KPI/SLA/XLAs, monitor end-to-end service performance, and drive Major Incident quality through strong impact assessment and post-incident reviews. Improve RCA quality, change/release outcomes, and resilience through an improvement backlog—while managing escalations and aligning stakeholders across Technology, Business, Operations, and vendors.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Define and run service quality governance by setting quality standards, KPIs/SLAs/XLAs, and leading service reviews with tracked actions to closure.
  • •Own service quality reporting by maintaining dashboards and providing insights into performance, trends, and hotspots.
  • •Monitor end-to-end service performance, including availability, reliability, incident trends, and customer impact within the agreed scope.
  • •Drive Major Incident quality and strengthen Problem Management through effective impact assessment, communications, RCA quality, and preventative fixes to reduce repeat incidents.
  • •Improve change and release outcomes and lead continual service improvement by managing an improvement backlog focused on resilience, observability, and automation, while coordinating escalations with stakeholders and vendors as needed.

Key Requirements

  • •16+ years of service management experience across Incident, Problem, Change, and Continual Service Improvement (CSI) in a Technology/Operations environment.
  • •Strong understanding of service quality metrics (SLAs/SLOs/XLAs) including availability, reliability, change success, and incident performance.
  • •Hands-on reporting and analysis capability, including building and interpreting dashboards and trends.
  • •Major Incident and RCA expertise, including post-incident reviews and driving corrective/preventative actions to reduce recurrence.
  • •Change and release quality mindset, plus stakeholder management and clear communication to translate technical issues into business/customer impact.
Experience:Service managementTechnology operations
Skills:Stakeholder managementCommunicationService improvementRisk escalationAnalytics
Certifications:ITIL Foundation
Tech Stack:ServiceNowPower BIExcel

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