Service Quality / 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 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 Specialist.

In this role, you will:

• Drive service excellence for the Data value stream, ensuring consistent operational standards across teams and services.
• Embed best practice behaviours across Incident, Problem, and Change management to improve execution quality and repeatability.
• Enforce ServiceNow ticket hygiene and documentation standards (accuracy, categorisation, completeness, and evidential traceability).
• Ensure adherence to control and governance requirements, including TRCB/GRAS, with risks managed to closure.
• Coordinate control testing, evidence collection, and audit readiness activities for Data services.
• Monitor and improve service performance against OKRs and operational KPIs, with clear action tracking.
• Lead MTTR (PD04) and impacting outage (PD01) reduction through trend analysis and root-cause-driven remediation.
• Support CAB and partner with delivery/operations and ITSOs to improve change outcomes and reduce change-related incidents.

To be successful, you will:

• Strong interpersonal skills with the ability to influence and drive standards across teams.
• Solid understanding of service management disciplines (Incident, Problem, Change) and how they apply in a regulated environment.
• Working knowledge of TRCB/GRAS controls and the importance of audit-ready evidence and governance.
• Strong understanding of ServiceNow and service management data/metrics.
• Technically credible, able to engage with engineers and service owners on operational topics.
• 5+ years’ experience in Service Management / Service Assurance / Service Quality / IT Operations governance.
• Understanding of Data services and how they support business outcomes (ideally within financial services) 

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.”

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Issued by – HSBC Software Development India