Ref.: SFC/M/ITSM/IT/CEOO/260529
Duties & Responsibilities:
- Oversee end-to-end IT service delivery across Helpdesk and IT Operations
- Establish and enforce IT service governance, standards, and escalation frameworks.
- Monitor and drive SLA performance and service quality across all support functions.
- Own and optimise ITSM processes, including Incident, Problem, and Change Management.
- Govern Major Incident handling to ensure timely resolution and effective communication.
- Ensure Post-Incident Reviews (PIR) are conducted and improvement actions tracked.
- Drive Problem Management to reduce recurring incidents and improve service stability.
- Define, monitor, and report key service metrics (e.g. MTTR, backlog, change success rate).
- Lead service review meetings and provide performance insights to stakeholders.
- Ensure compliance with internal governance, audit, and Hong Kong regulatory requirements.
- Maintain proper documentation and audit evidence for ITSM and operational controls.
- Manage stakeholder engagement and vendor performance in line with SLAs and service expectations.
Requirements:
To be successful in this role, you should have:
- A university degree in Information Technology, Computer Science, or a related discipline.
- A minimum of 8–12 years’ experience in IT service management, operations, or support within an enterprise environment.
- Proven experience in ITSM governance and service improvement, with strong knowledge of Incident, Problem, and Change Management practices.
- Experience working in regulated environments in Hong Kong (e.g. financial services, public sector) is highly preferred.
- Familiarity with ITSM tools (e.g. ServiceNow, Jira Service Management, or equivalent platforms).
- Strong understanding of IT governance, risk, and compliance requirements, including audit and control processes.
- Demonstrated ability to manage stakeholders and vendors effectively in a matrix environment.
- Strong analytical, communication, and organisational skills, with the ability to present to senior management.
- A proactive, results-oriented mindset with the ability to drive continuous service improvement.
Deadline for Application: 12 June 2026
Please visit our website at https://www.sfc.hk/en/Career/Why-the-SFC/Join-us-as-an-experienced-professional/Current-Openings for more information about the position.
