Some careers shine brighter than others.

If youre 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 organizations 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 realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of AI - Lead Service Intelligence Autonomous Controls/Senior Associate Director

In this role, you will:

• Own the strategy and execution for AI-led Service Level Intelligence across SLAs, SLOs, SLIs, XLAs, operational performance, control health, and executive service reporting.
• Move Service Level Management from static reporting to predictive and proactive intelligence, identifying early warning signals before SLA/SLO degradation or breach.
• Design and implement AI-augmented SLM control models including anomaly detection, breach prediction, risk scoring, service health correlation, control exceptions, and automated remediation triggers.
• Partner with ITSM, Observability, Platform, Network, Infrastructure, Application, SRE, and Service Owners to define meaningful SLIs/SLOs aligned to business service outcomes.
• Lead the development of autonomous SLM workflows, including automated breach prevention alerts, service degradation recommendations, control validation, and operational follow-up.
• Build executive-level AI insights for service performance, resilience risk, service ownership, customer impact, trend analysis, and control effectiveness.
• Define service level governance, control standards, escalation models, and accountability mechanisms across technology service lines.
• Work closely with data, AI, and engineering teams to convert service telemetry and ITSM data into actionable intelligence; driving adoption of AI-powered dashboards, natural language insights, and decision-support capabilities for senior leadership.

To be successful in this role, you should meet the following requirements:

• Strong understanding of Service Level Management and SLA/SLO/SLI frameworks, ITSM, observability, incident/change/problem management, operational controls, and service performance governance.
• Ability to translate operational metrics into business service impact and executive-level insights.
• Working knowledge of AI/ML, predictive analytics, anomaly detection, GenAI-based reporting, agentic workflows, and autonomous operations concepts.
• Experience designing control frameworks, service dashboards, risk indicators, operational scorecards, and performance governance.
• Strong stakeholder management across senior technology leaders, service owners, platform teams, and operational functions.
• Experience implementing proactive monitoring and exception management approaches to reduce SLA/SLO breaches.
• Ability to define governance, escalation, and accountability mechanisms across service lines.
• Proven ability to convert telemetry and ITSM data into actionable insights and decision-support outputs for leadership.

Youll achieve more when you join HSBC.