Vice President - IT Service Operation Management Lead – Technology Service Management

Job description

Company Introduction: We’re home to Asia's most dynamic and vibrant capital markets. Connecting capital, ideas, inspiration and innovation for deeper, more diverse and liquid global capital markets; providing greater choice and opportunity for our customers, each and every day. HKEX is a purpose-driven company. Our commitment to the long-term development of our business and our markets is articulated in our purpose: "To Connect, Promote and Progress our Markets and the Communities they support for the prosperity of all." Job Summary: The successful candidate will lead the IT Service Operation Management functions in delivering resilient, scalable, and secure IT operations that empowers HKEX businesses to perform securely, efficiently, and effectively. The role is accountable for operating and scaling an enterprise grade Service Operation Management (SOM) function across a complex, hybrid IT estate. The role will drive the target operating model for IT Service Management, Event Management, Asset Management, Identity Governance and Administration and Process Automation, modernize IT processes end-to-end, drive enterprise SOM adoption, and promote data intelligence, AIOps and agentic automation where applicable. The role requires a strategic, forward-thinking Service Management expert who can operate at both executive and operational levels, integrating process discipline with analytics, automation, and customer experience improvements. Job Duties: Responsibilities: Lead all operational and enhancement aspects of IT Service Operation Management in HKEX. Enforce strong controls around Incident (including MIM), Problem, Change, Request, IT A sset and Configuration, Knowledge and Account Management . 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: 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. 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. Location: HKEX - TKO Shift: Standard - 40 Hours (Hong Kong SAR) Scheduled Weekly Hours: 40 Worker Type: Permanent