Service Management & VIP Support Lead

Hong Kong Exchanges and Clearing Limited

Hong Kong

On-site

HKD 900,000 - 1,300,000

Full time

14 days+

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Job summary

Hong Kong Exchanges and Clearing Limited (HKEX) is seeking an experienced Service Management and Vendor Governance professional to oversee Level 1/2 desk support, SLA/KPI governance, and continuous service improvement. You will coordinate vendors, lead service reviews, maintain ITSM processes (ServiceNow preferred), and ensure high availability for end users including VIP support for senior executives.

The ideal candidate has a strong ITIL background, hands-on ServiceNow experience, and

Qualifications

Experience in IT service management with incident, request, problem, escalation, knowledge, and continual improvement practices.
Proven ability to govern SLA/KPI, perform service reviews, and drive performance improvements.
Strong vendor governance and senior-stakeholder communication skills.
VIP/executive support experience and discretion in handling sensitive matters.

Responsibilities

Oversee Level 1 Helpdesk and Level 2 Desktop Support services, ensuring accountability for service delivery, staffing, tickets, escalation, and remediation.
Define, monitor, and report SLAs, KPIs, risks, and customer satisfaction; lead regular service reviews.
Maintain effective multi-channel support (phone, email, chat, on-site) with consistent service standards.
Own ITSM processes (incident, problem, change, knowledge) and ensure data quality in the ITSM platform (ServiceNow preferred).
Coordinate vendors and internal teams to resolve complex issues and ensure operational readiness for changes.