ITSM Service Manager

HKEX Group; Greater London; Hybrid; GBP 75,000 - 110,000; Full time

Job summary

HKEX Group in London seeks an IT Service Management professional to lead capacity planning and change orchestration for trading applications. You will work with IT leadership, LME business, and Change Managers to prioritise releases and maintain robust monitoring and alerting.

You will bring ITIL expertise in incident, problem, change and release management within a financial services or exchange environment, define SLAs, and collaborate with service providers to ensure reliable, high‑volume

Qualifications

• ITIL-qualified or strong demonstrable experience in ITIL environments.
• Experience in incident, problem, change and release management in financial services.
• Understanding of real-time market data and high-volume trading systems.
• Experience in Exchange/ Clearing House environments is a plus.
• Ability to define SLAs and service procedures for an application support environment.

Responsibilities

• Collaborate with IT service providers and leadership to prioritise changes and maintenance releases.
• Support implementation and maintenance of application monitoring and alerting.
• Coordinate with LME Business and IT Change Managers to schedule and prioritise change requests.

Skills

ITIL framework

Change & Release Management

Incident & Problem Management

Real-time market data

Stakeholder management

Capacity planning

Tools

Monitoring tools

Alerting systems

Job description

**Responsibilities:**Work with IT Service Providers and the business to understand current and future capacity requirementsWork with the IT Leadership team, the LME Business and LME IT Change Managers to prioritise and schedule change requests and maintenance releasesWork with service providers to implement and maintain application monitoring and alerting. and influencing skills - ability to present ideas clearly, Collaborative skills - exhibits willingness to engage other business partners within the organization, is innovative, creative and a team player with a solution-based approach to capture opportunities and remove barriers around ITSM.Clear and Critical Thinker - strong decision-making skills: take proactive steps to generate results, uses data and other inputs to make decisions, owns decision, and takes accountability for work using strong organizational and analytical skills together with leveraging multiple methodologies to ensure customer success.Ability to solve challenging problems and deliver timely and high-quality design solutions when presented with conflicting requirements, business demands, and technical risks.Clear and Critical Thinker - strong decision-making skills: take proactive steps to generate results, uses data and other inputs to make decisions, owns decision, and takes accountability for work using strong organisation and analytical skills together with leveraging multiple methodologies to ensure customer success.**Academic and Professional Qualifications Required:**ITIL qualified or strong demonstrable experience of managing in an ITIL environmentProfessional knowledge of technologies aligned to the role with appropriate certifications**Required Knowledge and Level of Experience:**Experience of managing a support function within an ITIL environment in a Financial Services company, with particular focus on Incident, Problem, Change and Release ManagementUnderstanding and experience of real time market data and high volume trading systemsIdeally, the successful candidate will have experience of working within an Exchange or Clearing HouseDemonstrable experience of supporting critical applicationsDemonstrable experience of defining SLAs and Service Procedures in relation to an application support environmentHong Kong Exchanges and Clearing Limited (HKEX) is a publicly-traded company (HKEX Stock Code:388) and one of the world's leading global exchange groups, offering a range of equity, derivative, commodity, fixed income and other financial markets, products and services, including the London Metals Exchange.As a superconnector and gateway between East and West, HKEX facilitates the two-way flow of capital, ideas and dialogue between China and the rest of world, through its pioneering Connect schemes, increasingly diversified product ecosystem and its deep, liquid and international markets.HKEX is a purpose-led organisation which, across its business and through the work of HKEX Foundation, seeks to connect, promote and progress its markets and the communities it supports for the prosperity of all.