Head of Service Insights and Intelligence

Some careers have more impact than others.

If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 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 realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of Head of Service Insights and Intelligence (SII)

Location: Hyderabad/ Pune

Department Background: CTO Infrastructure- Service Management

Service Management's purpose is to protect the availability, integrity and confidentiality of IT Services that underpin customer and colleagues experience of the HSBC brands. It is a multi-functional team comprising of Change Management, Incident Management, Problem Management, Service Level Management, Outage Management, Service Recovery and Reliability.

The Opportunity:

We are seeking a strategic, experienced senior leader to take global accountability for Service Level Management (SLM) and the Configuration Management Database (CMDB) within our complex and highly regulated ecosystem. This role is pivotal to delivering operational resilience, enabling value stream-centric service visibility, and ensuring compliance with evolving global regulatory frameworks set by PRA, DORA, HKMA and others.

At the heart of the CMDB strategy is the Common Service Data Model (CSDM). You will be responsible for driving the ServiceNow CSDM's adoption across the enterprise to establish a "single pane of glass" that accurately reflects how infrastructure and application components support critical business services. This visibility is essential for operational risk management, rapid root cause analysis, impact assessments, and regulatory reporting; and its integrity is critical for unlocking the full potential of AI driven operations.

What you'll do:

Service Level Management (SLM):

• Establish and govern a robust SLM framework, aligned to value streams and critical business services, ensuring compliance with operational resilience and regulatory obligations.
• Define and maintain global SLAs, OLAs, and Underpinning Contracts, with clear accountability across internal teams and third-party providers.
• Enable performance tracking and continuous improvement by embedding service metrics within business-aligned reporting dashboards, including those reported at CxO and Board level to facilitate strategy investments and to inform status against the Bank's risk appetite.
• Support resilience objectives by ensuring SLM outputs directly inform the identification of Important Business Services, impact tolerances, and scenario testing.

CMDB Strategy & CSDM Implementation:

• Own the enterprise-wide CMDB strategy, with a strong focus on CSDM adoption to standardize and contextualize service data across the technology landscape.
• Ensure that CIs (Configuration Items) are accurately mapped to applications, infrastructure, and business services, enabling a single, trusted view of service delivery.
• Embed CSDM as the foundation for service modeling, risk management, operational resilience mapping, and impact analysis across value streams.
• Integrate the ServiceNow CMDB with discovery tools, ITSM/ITOM platforms, and risk systems to enable automated updates, governance enforcement, and real-time insights.
• Drive the maturity of CMDB data quality, completeness, and lifecycle management through robust policies, KPIs, and governance processes.

Leadership & Strategic Enablement:

• Excellent leadership skills to motivate and inspire a global team of experts in SLM and CMDB to achieve their goals, fostering collaboration, innovation, and a strong data stewardship culture.
• Build a culture that supports learning, collaboration, critical thinking, transparency and inclusiveness
• Grow employee engagement and promote a compelling employee value proposition to attract and retain talent.
• Ability to work in an unstructured and changing environment
• Ability to influence teams to think "outside" the box and look at solutions / approaches outside the traditional comfort zones.
• Strong communication and interpersonal skills, with the ability to articulate technical concepts to non-technical stakeholders.
• Partner with Enterprise Architecture, Risk, Compliance, and Business Service Owners to ensure CMDB and SLM outcomes align to business priorities and regulatory expectations.
• Represent CMDB and SLM strategy in executive forums and regulatory response programs, articulating how technology supports critical business capabilities.
• Act as a change leader for digital transformation initiatives, embedding CMDB and SLM as foundational elements of the future-state operating model.