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

MTR Corporation Limited 香港鐵路有限公司; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

MTR Corporation Limited 香港鐵路有限公司 is seeking an experienced IT Operations and IT Service Management leader to oversee day-to-day technology services, drive strategic IT planning, and ensure disaster recovery readiness. The role emphasizes AI, automation, and proactive monitoring to improve service availability and stakeholder satisfaction.

You will lead teams, manage budgets and vendor relationships, align IT services with regulatory and security standards, and contribute to capital and operating

Qualifications

• Degree in Information Technology / Information Systems / Computer Science or a related discipline.
• A minimum of 8 years’ relevant IT experience in sizable organizations, including management level.
• Strong experience in IT strategy, business case development, project management, IT service management and IT operations.

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 IT strategic planning by estimating IT manpower, resources, roadmaps and risks.
• Drive AI, AIOps and automation to strengthen monitoring, incident detection and response, reducing manual effort.
• Lead IT infrastructure and service management transformation through new technologies and process automation.

Skills

IT strategy

Project management

IT service management

Team leadership

AI & AIOps

Vendor management

English & Chinese bilingual

Education

Bachelor’s degree in Information Technology / Computer Science or related field

Job description

• 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

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

Schedule

Full-time

Closing Date

29/Oct/26, 11:59:00 PM