IT Service Operation Management Lead – Technology Service Management

HKEX Foundation 香港交易所慈善基金

Lead IT Service Operation Management functions at HKEX, delivering resilient IT operations. Manage and modernize processes while driving enterprise SOM adoption and promoting data intelligence.

Posted 6/4/2026full-timeHong Kong • 🇭🇰 Hong KongSeniorWebsite

Tech Stack

Tools & technologies

AnsibleCloudITSMServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

HKEX is committed as an Equal Opportunity Employer.
Diversity is one of our core values and we look to support, respect diverse perspectives, abilities, culture and experiences within our workplace.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT Service ManagementService DesignService OperationAccount Management LifecyclePrivileged Access ManagementSLAOLASLIAIOpsDevOps

Soft Skills

communicationstakeholder relationship managementcoachingteam motivationprocess mindsetcontinuous improvementstrategic thinkinganalytical problem solvingcustomer centricityinnovation

Certifications

CIS-SMCIS-CMDBCSACAD