IT Service Operation Management Lead - Technology Service Management

Responsibilities

• Lead all operational and enhancement aspects of IT Service Operation Management in HKEX.
• Enforce strong controls around incident, problem, change, configuration, release, asset and account management processes.
• Ensure IT Service Operation Management is integrated effectively with the broader IT Division's functions to ensure seamless experience and capability delivered to Business and IT stakeholders.
• Establish strong stakeholder relationships with effective communication on service requirements, service improvements, risks, service changes, service outages, and service issues.
• Foster culture of standardization, process mindset, automation-first thinking and continuous improvement.
• Define and own the IT Service Operation Management strategy, covering ITIL-aligned processes, tooling, governance, automation, AI and talent uplift.
• Build a progressive roadmap transitioning from traditional ITSM to modernized, proactive service control.
• Develop a future-state operating model integrating data-driven service insights, AIOps, agentic AI and predictive analytics.
• Accountable for Financial and Cost Management aspects of the function, including IT Budget, reforecasting, Headcount, CAPEX, and OPEX tracking.
• Coach and motivate diverse team members to maximize effectiveness while enhancing interactions, harmony and synergy.
• Advocate security and governance mindset on everything we do to achieve a well-controlled operation.

Qualifications

• Bachelor or Master Degree holder in Computer Science, IT or equivalent discipline.
• Minimum 10 years’ experience in Service Management, IT Operations or Infrastructure leadership.
• Experience working in financial institutions, global MNCs, or enterprise-scale technology organizations.
• Experience working with hybrid infrastructure (on-prem cloud, containers, SaaS).
• Exposure to SRE, DevOps, or AIOps transformation programs.
• Strong experience on IT Service Management (ITSM) specifically on Service Design and Service Operation.
• Strong experience on Account Management Lifecycle, Privileged Access Management and Joiner-Mover-Leaver process.
• Strong experience on SLA/OLAs/SLIs and regulatory compliance.
• Strong experience on ServiceNow, CIS-SM, CIS-CMDB, CSA, CAD certifications are advantageous.
• Experience on Digital Certificate Management solution implementation.
• Experience on Sailpoint Identity Security Cloud (ISC) platform and IGA processes.
• Experience on Enterprise Monitoring and Observability platform.
• Experience on Ansible Automation Platform.
• Experience on Chinese domestic vendor products.
• Strong customer centric and process-oriented mindset.
• Strategic, innovative, analytical problem solver and willing to challenge status quo.