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

Mass Transit Railway; Hong Kong; Vor Ort; HKD 1.200.000 - 1.700.000; Vollzeit

Zusammenfassung

Mass Transit Railway seeks a Senior Manager to lead IT Operation, Service Management and End User Support, overseeing three service teams and driving reliable, secure day-to-day technology services across the organisation.

You will shape IT strategy, manage budgets, and champion AI/AIOps, automation and resilient recovery while maintaining strong governance and stakeholder relationships in a bilingual environment.

Qualifikationen

• Degree in Information Technology / Information Systems / Computer Science or a related discipline.
• A minimum of 12 years’ IT experience, including IT operations, service desk and end-user computing in sizable organizations, with at least 5 years in a management role.
• 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 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, IAM and technical recovery.
• Extensive experience in IT service management, operational governance and service continuity, including incident/change management, disaster recovery, 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 BAU transition.
• Strong leadership, stakeholder and vendor management skills, with excellent communication in English and Chinese

Aufgaben

• Lead three service teams covering IT Operations, IT Service Management and End User Support.
• Ensure reliable, secure and resilient day-to-day technology services, disciplined service management and project delivery, disaster recovery and consistent end-user experience.
• Establish clear service ownership, performance indicators and improvement targets for availability, incident recovery, problem reduction, user satisfaction and vendor performance.
• Contribute to IT strategic planning by estimating IT manpower, systems resources, roadmaps and risks.
• Drive adoption of AI, AIOps and automation to strengthen proactive monitoring and incident response.
• Propose initiatives and business cases for operation and end-user computing services, analyzing current and future needs and IT direction.
• Lead a team in transforming IT infrastructure and service management through new technologies and automation.
• Manage development, implementation and operations of services and end-user computing, including service desk and hardware/software management.
• Ensure operations align with IT strategy, policies and regulatory requirements.
• Prepare and manage budgets for operation and end-user services and ensure compliance of internal processes.
• Collaborate with cybersecurity and infrastructure teams to manage vulnerabilities, patching, privileged access and risk

Kenntnisse

Leadership

Stakeholder management

Vendor management

Project management

IT governance

Bilingual English/Chinese

Ausbildung

Degree in Information Technology / Information Systems / Computer Science

Jobbeschreibung

Job Description - Senior Manager - IT Operation, Service Management and End User Support (260000YM)

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

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