ITSM Service Manager

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

ITSM Service Manager

Shift Pattern

Standard 40 Hour Week (United Kingdom)

Scheduled Weekly Hours

40

Corporate Grade

D - Assistant Vice President

Reporting Line

(UK Division) Information Technology

Location

UK-London

Worker Type

Permanent

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 trendanalysisand make recommendations for intervention / improvement
• Design an effective set of service measures andestablishmonthly service reporting
• Provide excellent customer support against defined SLA’s andmaintaineffective working relationships with business teams and internal and external service providers
• Follow Problem and Incident Management processes at all times,consolidateupdatesand escalate where necessary andparticipatein 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 whererequired
• Work with the ITLeadership team, the LME Business and LME IT Change Managers to prioritise and schedule change requests and maintenance releases
• Engage in Release Management process for releases relating to team portfolio. Participate in UAT and ensure thatappropriate OperationalAcceptance Test is completed for all releases.
• Plan and implement effective “Early Life Support” programmes for significant software releases.
• Responsible for technical impact analysis and approval in support of Change Management.
  Identify underlying root causes for reoccurring problems to improve the overall service of the team and reduce overall call volumes.
• Ensure relevant documentation is created andmaintainedfor the support of the application portfolio
• Work with service providers to implement andmaintainapplication monitoring and alerting.
• Provide on call support as directed. Will berequiredto support critical business periods and the release schedule which will include out of hours work

Key Success Factors

• Effective communication,facilitationand influencing skills – ability to present ideas clearly,conciselyand comfortably.
• Presenting complex development topics to both executive and technical personnel.
• Collaborative skills - exhibits willingness to engage otherbusinesspartners 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 withleveragingmultiple methodologies to ensure customer success.
• Driving successful process and ITSM tool deployments by ensuring proper business and IT value
• Provide technical and non-technical mentoring,assessmentand development of employees in related technical communities.
• Self-starter, motivating, results oriented and able to multi-task.
• Driving operational excellence and innovation.
• Ability to solve challenging problems and delivertimelyand 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 withleveragingmultiple methodologies to ensure customer success.

Academicand Professional QualificationsRequired

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

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 Management
• Understanding and experience of real time market data andhigh volumetrading systems
• Ideally, the successful candidate will have experience of working within an Exchange or Clearing House
• Demonstrable experience of supporting critical applications
• Demonstrable experience of defining SLAs and Service Procedures in relation to an application support environment