ITSM Manager (eMPF)

CLPS Technology (Hong Kong) Co., Limited; Hong Kong; On-site; HKD 700,000 - 1,100,000; Full time

Job summary

CLPS Inc is seeking an ITSM Manager to establish, manage, and continuously improve IT service management processes ensuring stable, compliant BAU operations.

You will lead ITIL design, transition and operations, manage ITSM tools (SMAX, ServiceNow), and coordinate with Platform, Security, Audit and Compliance teams to meet regulatory requirements.

Qualifications

• Bachelor's degree in IT, Computer Science, or related discipline.
• Experience managing ITSM tools (SMAX, ServiceNow, or equivalent).
• Solid understanding of change/access control, BAU operations in regulated environments, and IT governance/risk management.
• Experience in financial services / regulated environments is a strong advantage.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Confident in enforcing governance while remaining pragmatic.
• Strong decision-making and conflict-resolution skills.
• Certificate holder of ITIL certification is preferred.
• Strong accountability and ownership.
• Balances compliance with operational efficiency.

Responsibilities

• Manage ITSM (ITIL) Framework and service lifecycle (Design, Transition, Operations).
• Manage core ITSM processes (Change, Demand, Configuration Management).
• Oversee tooling & platform management of ITSM tools (SMAX, ServiceNow) including workflow design and reporting.
• Ensure tooling supports regulatory, audit, and governance requirements and act as primary interface for audits.
• Coordinate with Platform/Infrastructure, application owners, security, audit and compliance teams; define roles and responsibilities.
• Monitor ITSM KPIs (SLA, change success rate, incident trends) and drive improvement.

Skills

Clear communication

Decision making

Conflict resolution

Calm under pressure

Ownership

Education

Bachelor's degree in IT/CS

ITIL certification preferred

Tools

SMAX

ServiceNow

Job description

Summary

The IT Service Management (ITSM) Manager is responsible for establishing, managing, and continuously improving IT service management processes to deliver stable, compliant, and consistent BAU operations. The roles ensure that IT services are being delivered in alignment with business needs, regulatory requirements, and established process frameworks.

Job Responsibilities

1. 1. Manage ITSM (ITIL) Framework:
   • Support management to manage core ITIL Framework and ITSM service lifecycle:
   • Service Design
   • Service Transition
   • Service Operations
2. 2. ITIL Process:
   • Support management to manage core ITSM processes, including but not limited to :
   • Change Management
   • Demand Management
   • Configuration Management
   • Ensure all processes align with ITIL best practices and organizational governance standards.
   • Establish repeatable operational procedures and response mechanisms.
   • Support operational teams during policy or process implementation (e.g. transitional support during new enforcement).
3. 3. Tooling & Platform Management:
   • Manage the use of ITSM tools (e.g. SMAX) to support the related operation processes, including:
   • Workflow design
   • Role and permission models
   • Reporting and dashboards
   • Drive adoption and correct usage across technical and business teams.
   • Ensure tooling supports regulatory, audit, and operational requirements.
   • Ensure IT services comply with:
   • Internal governance policies
   • Regulatory and contractual obligations
   • Act as the primary interface for audits related to ITSM processes.
   • Proactively identify and mitigate operational risks (e.g. EOS items, unmanaged access, process gaps).
   • Maintain ITSM documentation and evidence to support audits.
4. 5. Stakeholder & Cross – Team Coordination:
   • Act as a bridge between:
   • Platform / Infrastructure teams
   • Application and product owners
   • Security, Audit, and Compliance teams
   • Clearly define roles and responsibilities (requester vs executor).
   • Drive alignment on operational standards and expectations across teams.
   • Monitor ITSM KPIs (e.g. SLA, change success rate, incident trends).
   • Identify process bottlenecks and improvement opportunities.
   • On-going continuous review of in-force processes for improvements

Job Requirement

• Bachelor's degree in IT, Computer Science, or related discipline
• Experience managing ITSM tools (SMAX, ServiceNow, or equivalent)
• Solid understanding of change/access control, BAU operations in regulated environments, and IT governance/risk management
• Experience in managing ITSM tools (preferably SMAX, ServiceNow, or equivalent)
• Ability to communicate clearly with both technical and non-technical stakeholders
• Confident in enforcing governance while remaining pragmatic
• Strong decision-making and conflict-resolution skills
• Certificate holder of ITIL certification is preferred
• Experience in financial services / regulated environments is a strong advantage
• Strong accountability and ownership
• Balances compliance with operational efficiency
• Clear communicator across technical and non-technical stakeholders
• Calm, structured approach under pressure

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Hong Kong?
• What's your expected monthly basic salary?
• What is your highest level of education?
• How many years' experience do you have as an ITIL Service Manager?

Information Technology Services 101-1,000 employees

Global IT services

CLPS Inc is a global fintech leader operating from our international offices, with a diverse workforce of over 3000+ to ensure the development, implementation, and support of our platform which is used by banks, insurance, asset managers, corporations, and utilities, across the world. Fintech is changing global business landscapes which allows challenging possibilities for us all. Join CLPS and work on the challenges of an industry at the forefront of innovation and thrive in a people-centric environment. We

are committed to the development of young talents who will be part of one global team where you can join our prestigious clients as creative think tanks.

Global IT services

CLPS Inc is a global fintech leader operating from our international offices, with a diverse workforce of over 3000+ to ensure the development, implementation, and support of our platform which is used by banks, insurance, asset managers, corporations, and utilities, across the world. Fintech is changing global business landscapes which allows challenging possibilities for us all. Join CLPS and work on the challenges of an industry at the forefront of innovation and thrive in a people-centric environment. We

are committed to the development of young talents who will be part of one global team where you can join our prestigious clients as creative think tanks.