Manager - IT Operations and Service Management

Mass Transit Railway; Hong Kong; On-site; HKD 720,000 - 1,200,000; Full time

Job summary

Mass Transit Railway is hiring a Manager - IT Operations and Service Management to lead service teams and ensure reliable, secure IT day-to-day operations. You will drive IT strategy, governance and incident response while guiding automation and AI initiatives across IT operations.

Ideal candidates bring extensive IT operations/ITSM experience, strong leadership and bilingual communication in English and Chinese, plus a track record of managing complex vendor relationships and budgets.

Qualifications

• Degree in Information Technology / Information Systems / Computer Science or a related discipline.

Responsibilities

• Lead service teams covering IT Operations and IT Service Management.
• Ensure reliable, secure and resilient day-to-day technology services, disciplined service management and project delivery including disaster recovery.
• Establish clear service ownership, performance indicators and improvement targets for availability, incident recovery and vendor performance.
• Contribute to IT strategic planning, forecasting resources, roadmaps and risk assessments.
• Drive AI, AIOps and automation across IT Operations to improve monitoring and response.
• Propose projects and business cases for IT Service Management development considering security and policy requirements.
• Lead transformation of IT infrastructure and service management through new technologies and automation.
• Oversee development, implementation and operations of IT hardware and software, vendor management and incident/change/problem management.
• Align IT services with strategy, policies, regulatory requirements and budget controls.
• Coordinate cybersecurity and infrastructure teams for vulnerability management and ransomware readiness.

Skills

IT Operations

IT Service Management

AI/AIOps

Disaster Recovery

Leadership

Vendor Management

Stakeholder Management

English & Chinese

Education

Degree in IT/ICS/CS

Job description

Job Description - Manager - IT Operations and Service Management (Ref: 260000ZL) (260000ZL)

Manager - IT Operations and Service Management (Ref: 260000ZL)

Responsibilities

• Lead service teams covering IT Operations and IT Service Management
• Responsible for reliable, secure and resilient day-to-day technology services, disciplined service management and project delivery and effective disaster recovery
• Establish clear service ownership, performance indicators and improvement targets covering service availability, incident recovery, problem reduction, user satisfaction, operational resilience and vendor performance
• Contribute to the formulation of IT strategic plan by estimating and forecasting IT manpower, systems resources, technology roadmaps and risks
• Drive the adoption of AI, AIOps and automation across IT Operations to strengthen proactive monitoring, accelerate incident detection and response, reduce manual effort and improve service availability
• Propose project initiatives and formulate business cases to justify Operation and IT Service Management development by analyzing current and future needs as well as taking due considerations on IT strategic direction, service quality and security standards
• Lead a team in transforming the IT infrastructure and service management practice through new technologies & process automation
• Manage the development, implementation and operations services including IT hardware and software management, onsite vendor management and incident/change/problem management
• Ensure the development and operations of operation of IT services align with the IT strategy, relevant policies, statutory and regulatory requirements
• Prepare accurate budget forecasts, control capital and operating expenses for operation within budget and ensure compliance of internal process
• Liaise with cybersecurity and infrastructure teams to manage operational vulnerabilities, security patching, privileged access, ransomware recovery readiness and technology-related risks

Requirements

• Degree in Information Technology / Information Systems / Computer Science or a related discipline
• A minimum of 8 years’ relevant IT experience in sizable organizations, of which at least 2 years at management level
• Strong experience in IT strategy, business case development, project management, IT service management and IT operations, including data centre, data protection and Level 2 BAU support
• Proven experience in applying AI, intelligent automation, analytics or AIOps to improve IT operations, incident management and monitoring etc
• Proven leadership in IT operations and service management, including data centre operations, data protection and recovery, identity and access management, incident or change management, and service continuity
• Strong experience in operational governance, infrastructure project delivery and disaster recovery, ensuring operational readiness, risk management and continuous service improvement
• Strong stakeholder, vendor and people management skills, with experience overseeing outsourced service providers and excellent communication skills in both English and Chinese