ITSM/Associate Director, Service Management

HSBC
Hyderabad
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 12-15 yearsSkills: ["Analytical skills","Stakeholder management","Communication","Risk insights","Constructive challenge"]

Own and maintain the ITSM risk and control view for your assigned scope, ensuring ITSM processes align with technology risk requirements. Coordinate control testing and drive remediation of control gaps, issues, and audit findings to closure. Monitor control performance via KPIs/KRIs (e.g., change success, emergency change governance, SLA breaches, CMDB accuracy), partner with ITSM process owners to embed controls, and escalate systemic risks with root-cause and preventative actions.

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FursaFursa
HSBC
HSBC
20 hours ago

ITSM/Associate Director, Service Management

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Last checked: 20 hours agoStatus: Live

Job Summary

Own and maintain the ITSM risk and control view for your assigned scope, ensuring ITSM processes align with technology risk requirements. Coordinate control testing and drive remediation of control gaps, issues, and audit findings to closure. Monitor control performance via KPIs/KRIs (e.g., change success, emergency change governance, SLA breaches, CMDB accuracy), partner with ITSM process owners to embed controls, and escalate systemic risks with root-cause and preventative actions.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Own and maintain the ITSM risk and control view for the assigned scope, including assessments, control mapping, and health reporting.
  • •Ensure ITSM process compliance with HSBC technology risk and control requirements through consistent control design and 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 action plans, owners, milestones, and sustainable fixes.
  • •Monitor and report control performance using KPIs/KRIs and act as key contact for ITSM risk/control queries, supporting audits and regulatory reviews with complete documentation.

Key Requirements

  • •12–15 years’ experience across IT Service Management and service operations, including hands-on exposure to Change, Incident, Problem, and CMDB/Asset processes.
  • •Experience supporting control testing, audit responses, and issue remediation management.
  • •Working knowledge of control frameworks/standards relevant to IT operations (e.g., ITIL, COBIT, ISO 20000/27001 concepts).
  • •Strong analytical skills to interpret operational data and translate it into risk insights.
  • •Experience with ServiceNow (or equivalent ITSM tooling) including reporting, workflows, and audit trails.
Experience:12-15 yearsIT Service ManagementService operationsRegulated financial services
Skills:Analytical skillsStakeholder managementCommunicationRisk insightsConstructive challenge
Tech Stack:ITSMChangeIncidentProblemCMDBAsset managementServiceNowITILCOBITISO 20000ISO 27001KPIsKRIsSLAEmergency change governance

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