Operations Manager - Assistant Vice President –Workplace Technology - IT

Hong Kong Exchanges & Clearing Ltd; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

Hong Kong Exchanges & Clearing Ltd is seeking an Operations Manager – AVP for Workplace Technology - IT in Hong Kong. You will oversee vendor-delivered IT support, ensuring SLA/KPI governance and service reviews across Level 1 and 2 support, with focus on availability, performance, and end-user satisfaction.

You will drive service transformation, incident management, and executive support, coordinating across vendors and internal teams while embedding risk, compliance, and control into

Qualifications

• Knowledge of IT service management (ITSM) including incident, request, problem, escalation, knowledge, reporting, and continual improvement.
• Proven experience managing vendor-delivered enterprise Level 1 Helpdesk and Level 2 Desktop Support services.
• Experience with service transformation or continuous improvement using data-driven analysis.
• Hands-on experience with ITSM platforms, preferably ServiceNow.
• Strong analytical and stakeholder communication skills.

Responsibilities

• Govern vendor-delivered Level 1 Helpdesk and Level 2 Desktop Support services, including SLA and KPI governance, service reviews, quality assurance, escalations, and performance improvement.
• Define, monitor, and report SLAs, KPIs, operational risks, service quality, ticket ageing, first-contact resolution, and CSAT results.
• Own and improve incident, service request, problem, escalation, knowledge, reporting, and continual improvement practices.
• Coordinate vendors and internal teams to resolve complex issues and ensure operational readiness for changes.
• Design and manage VIP and executive support for senior management and personal assistants.
• Embed governance, risk, compliance, audit, information security, and internal-control requirements into support processes.
• Manage teams of more than 10 vendor resources and drive continuous workforce development.

Skills

Vendor governance

Service management

ITSM

ServiceNow

Executive support

Stakeholder communication

VIP service leadership

Risk and compliance

People management

Vendor governance and performance

Education

Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or related discipline

ITIL certification (preferred)

Tools

ServiceNow

Microsoft 365

Remote Access

Job description

Operations Manager - Assistant Vice President –Workplace Technology - IT

We’re home to Asia's most dynamic and vibrant capital markets.Connecting capital, ideas, inspiration and innovation for deeper, more diverse and liquid global capital markets; providing greater choice and opportunity for our customers, each and every day.

HKEX is a purpose-driven company. Our commitment to the long-term development of our business and our markets is articulated in our purpose: "ToConnect,PromoteandProgressour Markets and the Communities they support for the prosperity of all."

Job Summary:

Job Duties:

Vendor Governance and Service Performance

Govern vendor-delivered Level 1 Helpdesk and Level 2 Desktop Support services, ensuring clear accountability for service delivery, staffing, ticket ownership, documentation, escalation management, and corrective actions.

Define, monitor, and report SLAs, KPIs, operational risks, service quality, ticket ageing, first-contact resolution, closure quality, and customer satisfaction; lead regular service reviews and ensure sustained remediation of underperformance.

Maintain effective support across phone, email, chat, walk-in service centres, and other agreed channels, ensuring consistent service standards, appropriate routing, and timely communication.

Service Management and Operational Excellence

Own and improve incident, service request, problem, escalation, knowledge, reporting, and continual improvement practices in line with IT service management standards.

Protect service availability, stability, and operational reliability through proactive monitoring, trend analysis, workload management, effective major-incident support, and disciplined follow-through.

Ensure the ITSM platform, preferably ServiceNow, contains accurate, timely, and actionable records, dashboards, knowledge articles, and management information.

Service Transformation and User Satisfaction

Use ticket data, service trends, CSAT results, surveys, user feedback, and operational insights to identify root causes, recurring demand, service gaps, and improvement priorities.

Lead service enhancement initiatives that simplify support journeys, strengthen knowledge reuse, expand self-service and automation, improve communications and reporting, and reduce avoidable contacts and repeat incidents.

Establish measurable benefits and track outcomes, including improved user satisfaction, resolution quality, response and restoration times, operational efficiency, and successful delivery of agreed improvements.

Technical Service Oversight

Coordinate vendors and internal technical teams to resolve complex or cross-functional issues, manage technical dependencies, and ensure operational readiness for service changes and technology deployments.

Maintain documented support procedures, knowledge, ownership models, and escalation paths so that technical services are supported consistently and restored efficiently.

VIP and Executive Support

Design and manage responsive, discreet, and personalised support for senior management, executives, designated users, and their personal assistants.

Maintain VIP profiles, proactive support plans, service procedures, communication channels, and clear escalation paths; coordinate vendors and internal teams for urgent, sensitive, or high-impact requirements.

Measure performance against agreed responsiveness, communication, ownership, discretion, resolution, and stakeholder satisfaction standards.

Risk, Compliance, and Control

Embed governance, risk, compliance, audit, information security, and internal-control requirements into support processes, vendor operations, access arrangements, service changes, and documentation.

Maintain evidence of control execution, identify and elevate risks and control gaps, implement corrective actions, and support audits, assurance reviews, and regulatory requirements.

Required Experience and Skills:

Service Management and Vendor Governance

Proven experience managing vendor-delivered enterprise Level 1 Helpdesk and Level 2 Desktop Support services, including SLA and KPI governance, service reviews, quality assurance, escalations, and performance improvement.

Strong knowledge of IT service management, including incident, request, problem, escalation, knowledge, reporting, and continual improvement practices.

Service Transformation and Continuous Improvement

Demonstrated success leading service enhancement or transformation initiatives that improved user satisfaction, service quality, resolution efficiency, or operational effectiveness.

Strong analytical skills in using ticket data, trends, feedback, surveys, and reporting to identify issues and deliver practical improvements.

Technical and Platform Knowledge

Hands-on experience with ITSM platforms, preferably ServiceNow.

Proven experience with enterprise PC build, deployment, and patching processes; Remote Access Services; File and Print services; meeting-room technology and Microsoft 365 productivity and collaboration solutions.

Stakeholder and Communication Skills

Excellent vendor, stakeholder, and executive communication skills, with a customer-focused approach, strong ownership, sound judgement, and the ability to drive sustainable change.

Customer Service and Support Excellence

Service and Operational Excellence, with strong track record of driving service quality, stability, and continuous improvement.

Sensitive to maintaining high service uptime, availability, and operational reliability for end-user services

Managing and delivering support through multiple service channels, including phone, email, chat, walk-in service centers, and customer satisfaction (CSAT) feedback programs.

VIP and Executive Support for senior management, executives, and their personal assistants, with a strong customer-centric mindset. Proven experience designing, delivering, or managing tailored VIP or executive support, including urgent and sensitive requirements, proactive communication, discretion, and cross-team coordination.

Ability to apply a versatile and solutions-oriented approach to managing ad hoc requests, resolving complex issues, and balancing competing priorities in a dynamic environment

People Management

Managing teams of more than 10 vendor resources, including resource planning, performance management, and staff skill development.

Risk and Control

Demonstrated commitment to Governance, Risk, and Control (GRC) principles, with proven experience operating in a highly regulated and controlled environment

Strong understanding of risk management, compliance, audit, and internal control frameworks, with the ability to embed appropriate controls into operational processes.

Acts as a role model for risk-aware decision-making and governance excellence, ensuring adherence to regulatory, policy, and control requirements across all activities.

Preferred Qualifications:

Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related discipline; ITIL certification is preferred.

Experience in financial services, regulated environments, outsourced support, service transformation, or executive support is advantageous.

Vendor governance and service performance management

End user support operations and continual improvement

VIP service leadership and executive stakeholder management

Data-driven analysis, communication, and problem-solving

Leadership, accountability, customer focus, and delivery

HKEX is committed as an Equal Opportunity Employer. Diversity is one of our core values and we look to support, respect diverse perspectives, abilities, culture and experiences within our workplace.

Location:

HKEX - Exchange Square