Senior Manager - IT Operation, Service Management and End User Support

MTR Corporation Limited 香港鐵路有限公司; Hong Kong; On-site; HKD 900,000 - 1,400,000; Full time

Job summary

MTR Corporation Limited 香港鐵路有限公司 seeks a senior IT Operations and Service Management leader to drive reliable day-to-day technology services across IT Operations, Service Management and End User Support. You will set ownership, metrics and governance while steering AI/ automation initiatives to boost resilience and user experience.

With 12+ years in IT and 5+ in management, you will shape IT strategy, manage budgets, and collaborate with cybersecurity and infrastructure teams to mitigate risk

Qualifications

• 12+ years in IT with operations, service desk and end-user computing in large organisations.
• At least 5 years in a management role leading IT operations and service management.
• Experience applying AI, analytics or AIOps to improve operations and monitoring.
• Strong governance, incident/change management and disaster recovery fundamentals.
• Excellent communication skills in English and Chinese.

Responsibilities

• Lead three service teams covering IT Operations, IT Service Management and Delivery Management, and End User Support.
• Ensure reliable, secure and resilient day-to-day technology services, disciplined service management and project delivery, disaster recovery, and a consistent end-user experience.
• Establish service ownership, KPIs and improvement targets across availability, incident recovery, problem management and vendor performance.
• Contribute to IT strategic planning including manpower forecasting, resources, roadmaps and risks.
• Drive AI, AIOps and automation to strengthen monitoring, incident detection and response, and reduce manual effort.
• Propose initiatives and business cases for IT end-user computing services by analysing needs and security considerations.
• Lead a team in transforming IT infrastructure and service management with new technologies and automation.
• Manage development, implementation and operations of services and end-user computing environment, including service desk and hardware/software management.
• Ensure compliance with IT strategy, policies, statutory and regulatory requirements.
• Prepare and manage budgets for operation and end-user support services and ensure internal process compliance.
• Collaborate with cybersecurity and infrastructure teams on vulnerabilities, patching, access, and risk management.

Skills

IT Operations

Team Leadership

AIOps & Automation

IT Service Management

Vendor Management

Bilingual English/Chinese

Education

Degree in Information Technology / IS / CS

Job description

• Lead three service teams covering IT Operations, IT Service Management and Delivery Management, and End User Support
• Ensure reliable, secure and resilient day-to-day technology services, disciplined service management and project delivery, effective disaster recovery, and a consistent end-user experience across the Corporation
• 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 and end user support to strengthen proactive monitoring, accelerate incident detection and response, reduce manual effort, improve service availability and enhance the end-user experience
• Propose project initiatives and formulate business cases to justify operation and IT end user computing services development by analysing current and future needs as well as taking due considerations on IT strategic direction, service quality and security standards
• Lead ateam in transforming the IT infrastructure and service management practice through new technologies & process automation
• Manage the development, implementation and operations services and end user computing environment, including IT service desk, end user support, end user IT hardware and software management
• Ensure the development and operations of operation services and end user computing environment according to the IT strategy, relevant policies, statutory and regulatory requirements
• Prepare and manage budgets for operation and end user support services and ensure the compliance of internal process
• Work closely with cybersecurity and infrastructure teams to manage operational vulnerabilities, security patching, privileged access, ransomware recovery readiness and technology-related risks

Responsibilities

• Lead three service teams covering IT Operations, IT Service Management and Delivery Management, and End User Support
• Ensure reliable, secure and resilient day-to-day technology services, disciplined service management and project delivery, effective disaster recovery, and a consistent end-user experience across the Corporation
• 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 and end user support to strengthen proactive monitoring, accelerate incident detection and response, reduce manual effort, improve service availability and enhance the end-user experience
• Propose project initiatives and formulate business cases to justify operation and IT end user computing services development by analysing current and future needs as well as taking due considerations on IT strategic direction, service quality and security standards
• Lead ateam in transforming the IT infrastructure and service management practice through new technologies & process automation
• Manage the development, implementation and operations services and end user computing environment, including IT service desk, end user support, end user IT hardware and software management
• Ensure the development and operations of operation services and end user computing environment according to the IT strategy, relevant policies, statutory and regulatory requirements
• Prepare and manage budgets for operation and end user support services and ensure the compliance of internal process
• Work closely 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 12 years’ relevant IT experience, covering IT operations, service desk and end-user computing in sizable organizations, with at least 5 years at management level
• Extensive experience in IT strategy, business case development, end-user service design, 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, monitoring or end-user support
• Proven track record in leading IT operations, including data protection and recovery, Production Control Unit operations, data centre operations, security patching, monitoring, identity and access management, maintenance and technical recovery
• Extensive experience in IT service management, operational governance and service continuity, including incident or change management, disaster recovery, operational KPIs and continuous service improvement.
• Proven track record in infrastructure and operational project governance, vendor/service provider management, and service performance monitoring to ensure operational excellence and successful transition to BAU support
• Strong leadership, stakeholder and vendor management skills, with excellent communication skills in both English and Chinese

Remark

Candidates with less experience will be considered for the Manager - IT Operations and Service Management position

Schedule

Full-time