ITSM Service Lead: Incidents, Changes & Release

Hong Kong Exchanges and Clearing Limited (HKEX); Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Hong Kong Exchanges and Clearing Limited (HKEX) is seeking an ITSM Service Manager in London to lead incident, problem, change and release management within the UK division. You will oversee major incidents, capacity planning, vendor management and service reporting.

The role requires ITIL expertise, strong stakeholder communication and experience managing critical applications in a financial services setting. A permanent, full-time contract is offered with on-site London work.

Qualifications

• ITIL qualified or strong demonstrable experience of managing in an ITIL environment.
• Professional knowledge of technologies aligned to the role with appropriate certifications.
• Any other best of breed Service Management and IT Operating framework qualification preferably to degree level (i.e. IT4IT, COBIT).

Responsibilities

• Act as the point of escalation for incidents in and out of business hours.
• Oversee the problem management processes; proactively assess service issues, perform trend analysis and recommend interventions.
• Design an effective set of service measures and establish monthly service reporting.
• Provide excellent customer support against defined SLA’s and maintain relationships with business teams and external providers.
• Follow Problem and Incident Management processes and participate in major incident management as the Resolution Manager.
• Work with IT Service Providers and the business to understand current and future capacity requirements.
• Technical Vendor Management of 3rd party hardware/software and service providers where required.
• Collaborate with IT Leadership, LME Business and LME IT Change Managers to prioritise change requests and maintenance releases.
• Engage in Release Management for releases; participate in UAT and ensure Operational Acceptance Tests are completed.
• Plan and implement Early Life Support for significant software releases.
• Provide impact analysis and approval in support of Change Management; identify root causes to improve service and reduce calls.
• Ensure documentation is created and maintained for the application portfolio; implement monitoring and alerting with providers.
• Provide on-call support as directed, including out-of-hours work during critical periods.

Skills

ITSM

Incident & Problem Mgmt

Change & Release Mgmt

Vendor Management

Communication & Stakeholder mgmt

Education

ITIL Certification / ITIL environment

Tools

ITSM tooling (e.g., generic)

Job description

Hong Kong Exchanges and Clearing Limited (HKEX) is seeking an ITSM Service Manager in London to lead incident, problem, change and release management within the UK division. You will oversee major incidents, capacity planning, vendor management and service reporting.

The role requires ITIL expertise, strong stakeholder communication and experience managing critical applications in a financial services setting. A permanent, full-time contract is offered with on-site London work.