Senior IT Service & Vendor Operations Manager

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

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