Associate Director, Technology Management

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

We are currently seeking an experienced professional to join our team in the role of Sr. Associate Director, Technology Management .

Business: CIB Technology

Principal responsibilities

Regional incident management

- Lead the coordination and management of major and high-priority incidents during time-zone coverage.

- Act as the regional point of contact for incident response, ensuring timely engagement of technical teams, service owners, business stakeholders and leadership.

- Establish clear incident command, ownership, communications and escalation paths.

- Ensure incidents are assessed, prioritized, progressed and resolved in line with agreed service management processes and service-level expectations.

- Coordinate effective handovers between other global operating regions.

- Provide concise, timely and accurate updates to stakeholders throughout the incident lifecycle.

- Support post-incident reviews, ensuring root-cause analysis, lessons learned and remedial actions are completed.

- Identify recurring issues and trends, and work with relevant teams to reduce repeat incidents and improve service resilience.

Change assurance

- Lead or support change assurance activities across department.

- Review planned changes for risk, impact, implementation readiness, testing, rollback arrangements and stakeholder communication.

- Work with Change Advisory Boards, Change owners and technical teams to ensure changes meet required governance standards.

- Monitor change outcomes, including failed, unauthorized or emergency changes, and drive corrective actions where required.

- Promote a balanced approach that enables delivery while protecting service stability, regulatory obligations and customer outcomes.

ITSM practices

- Support the development, implementation and continuous improvement of ITSM processes, standards and controls.

- Ensure service management activities are appropriately documented, evidenced and aligned with internal risk and compliance requirements.

- Maintain effective governance over incident, problem, change, request, knowledge, service level and configuration management practices, as applicable.

- Prepare management information, risk reporting and service performance insights for regional and global stakeholders.

- Track control actions, audit findings, process exceptions and remediation activities through to closure.

- Partner with Risk, Compliance, Audit, Technology Control and service management teams to support reviews and regulatory commitments.

- Contribute to operational resilience, service continuity and control improvement initiatives.

Global stakeholder and team coordination

- Build strong working relationships with technology teams, service owners, business representatives and leadership across regions.

- Coordinate activities across geographically distributed teams, encouraging consistent processes and clear accountability.

- Represent the region in global ITSM forums, governance meetings and service reviews.

- Facilitate communication between operational teams and senior stakeholders, translating technical issues into clear business impact and actions.

- Encourage knowledge sharing and consistent adoption of ITSM standards across regions.

Requirements

- Significant experience in IT service management, service operations or technology risk and control environments.

- Proven experience leading major incident management in a complex, enterprise or regulated organisation.

- Practical experience with change management, change assurance and ITSM governance.

- Strong understanding of ITIL principles and service management best practice; ITIL certification is desirable.

- Experience working with global, virtual and cross-functional teams.

- Strong stakeholder management and communication skills, including the ability to engage senior leaders during high-pressure situations.

- Ability to assess operational risk, prioritise competing demands and make clear, timely decisions.

- Experience producing service metrics, risk reporting, control evidence and management information.

- Strong organisational skills, with a disciplined approach to action tracking and governance.

- Ability to work primarily within regional operating hours, with occasional flexibility for significant global incidents or governance activities.

Desirable qualifications

- ITIL 4 Foundation or higher.

- Experience with recognized ITSM platforms such as ServiceNow or equivalent.

- Experience in financial services, banking or another highly regulated industry.

- Knowledge of operational resilience, technology risk, audit and regulatory control frameworks.

- Experience leading post-incident reviews and service improvement programmes.

- Familiarity with Agile, DevOps or technology delivery models.

Key competencies

- Incident leadership: Calm, decisive and structured under pressure.

- Risk-based judgement: Able to balance delivery needs with control, resilience and compliance obligations.

- Collaboration: Builds effective relationships across teams, regions and organisational boundaries.

- Communication: Provides clear, audience-appropriate updates and escalations.

- Accountability: Owns outcomes, follows through on actions and makes responsibilities explicit.

- Continuous improvement: Uses data, trends and lessons learned to improve services and controls.

- Influence: Gains commitment without relying solely on formal authority.

Success measures

Success in this role will be measured through:

- Effective and timely management of regional major and high-priority incidents.

- Quality and consistency of global incident handovers and stakeholder communications.

- Improved incident resolution, recurrence and post-incident action performance.

- Strong compliance with change assurance and ITSM governance requirements.

- Timely closure of control actions, audit findings and process exceptions.

- Improved service stability, operational resilience and stakeholder satisfaction.

- Consistent adoption of ITSM standards across the department.

You’ll achieve more when you join HSBC.

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.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Software Development (GuangDong) Limited***