IT Service Operations Lead — AI‑Driven, Secure & Proactive

Jobtailor; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Jobtailor is seeking a senior IT Service Operation leader to drive end-to-end ITSM, operations and governance for HKEX. You will own incident/problem/change processes, enforce controls, and build a proactive, automation-first culture across on-prem, cloud and SaaS environments.

You will partner with stakeholders, manage budgets and headcount, and mentor diverse teams while advancing security and regulatory compliance throughout the function.

Qualifications

• 10+ years in Service Management or IT Operations leadership.
• Experience in financial institutions or enterprise tech.
• Hybrid infra experience (on-prem, cloud, containers, SaaS).
• Exposure to SRE/DevOps/AIOps transformations.
• Strong ITSM with Service Design & Service Operation.
• Privileged Access Management and Joiner-Mover-Leaver processes.
• SLA/OLAs/SLIs and regulatory compliance.

Responsibilities

• Lead operational and enhancement aspects of IT Service Operation Management in HKEX.
• Enforce controls around incident, problem, change, configuration, release, asset and account mgmt.
• Integrate ITSM with broader IT Division for seamless business/IT experience.
• Build stakeholder relationships; communicate service requirements and risks.
• Foster standardization, automation-first mindset, and continuous improvement.
• Define and own IT Service Operation Strategy incl. ITIL-aligned processes and governance.
• Roadmap modernization to proactive service control with data-driven insights.
• Oversee budget, headcount, CAPEX and OPEX tracking.
• Coach teams; promote security and governance mindset.

Skills

IT Service Management

IT Operations Leadership

Hybrid Infrastructure

SRE/DevOps/AIOps

Security & Governance

Stakeholder Management

Automation & AI initiatives

Vendor & compliance awareness

Education

Bachelor or Master Degree in Computer Science / IT

Tools

ServiceNow

CIS-SM

CIS-CMDB

CSA

CAD certifications

Sailpoint Identity Security

Ansible Automation Platform

Job description

Jobtailor is seeking a senior IT Service Operation leader to drive end-to-end ITSM, operations and governance for HKEX. You will own incident/problem/change processes, enforce controls, and build a proactive, automation-first culture across on-prem, cloud and SaaS environments.

You will partner with stakeholders, manage budgets and headcount, and mentor diverse teams while advancing security and regulatory compliance throughout the function.