Vice President – IT (Service Operations Management) Vice President – IT (Service Operations  …

Hong Kong Exchanges and Clearing Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Last application, 14 Jul 20
Competitive
Hong Kong Exchanges and Clearing Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Last application, 14 Jul 20
Competitive
Vice President – IT (Service Operations Management)
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.

Job Responsibilities:
  • 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
Job Requirements:
  • 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.
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