Vice President – IT (Service Operations Management)
Hong Kong Exchanges and Clearing Limited
July 13, 2020
HKEX strategizes to focus on applying new technologies to modernise our core functions in order to enable greater efficiency in our operations and deliver new services to our market. We are looking for a strong talent with in-depth IT services operations management knowledge and experience to join our Technology Operations Team. This role will have high exposure to lead transformation on operational processes and technological development on ITSM solution.
Manage IT Service Management (ITSM) function aligned to the main ITIL processes including incident management, problem management, change management, release management, configuration and asset management, in addition to supplier management and service continuity
As the solution owner, you will help define and oversee the implementation of the next generation ITSM platform to manage and drive service improvement
You will team up with Technology Infrastructure and System Development teams to lead the evaluation, procurement, and implementation of IT service management solution for supporting IT service management processes and workflows
Engage with different business, support and IT teams to coach and support the adoption of ITIL service management culture across IT processes and workflows
Manage IT incidents reporting and track problems resolution per departmental KPIs on incident, problem and change management
Ensure the appropriate controls and relevant documentation is maintained for IT service management in accordance with relevant company policies and IT standards
Lead the development of Technology Operations Service Catalogue, Service Metrics, and Audits Support items
Lead the planning and execution of IT BCP and service continuity drill exercises, and coordinate exercises with corresponding stakeholders and interested parties as appropriate
Lead the team to provide Level 2 operational support to 7x24 enterprise systems operations
Oversee all operational efficiency projects to ensure the project success and execution according to the HKEX IT Development Life Cycle methodology
Devise operational solutions and deliver presentations to senior management for endorsement
Manpower and resources management and budgeting for ongoing BAU tasks and project implementation activities
Extensive IT Service Operation Management experience in complex and integrated environments
At least 10 years of working experience on IT service management operations, including at least 5 years in a managerial capacity
Degree in Computer Science, Information System or IT related disciplines
Experience in financial services industry or other highly regulated organisations is preferred while not essential
Experience on mission critical, high availability, high performance and large-scale systems infrastructure with understanding of operational maturity model
Experience with implementing a leading IT service management (ITSM) solutions
Strong knowledge on ITIL processes, SIAM model, ITOM such as incident management, problem management, change management, asset management and supplier management
Successful track record in SLA management and process improvement
Understanding of international IT standards and best practices, included but not limiting ISO 20000, 27001 and ITIL
Outstanding project management skills. Holder of PMP will have an advantage
Strong analytical, problem solving, interpersonal and presentation skill.
Demonstrated senior stakeholder management experience including advanced negotiation and influencing skills
Strong leadership and people management skills
Proficient in documentation and technical writing, with the ability to communicate complex issues to business users and senior management in a professional manner.
Good command of written and spoken English and Chinese. Proficiency in Mandarin is an advantage
Applicants who do not hear from us within 6 weeks may consider their applications unsuccessful. Personal data provided will only be used for the purpose of employment application to HKEX.