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.
Please quote the reference and apply by 12 June 2026 with details of qualifications, previous experience, current and expected salary to:
Recruitment Manager
Securities & Futures Commission
54/F, One Island East,
18 Westlands Road, Quarry Bay, Hong Kong
(E-mail address : ca_recruit@sfc.hk)
All applications will be handled in strict confidence by authorised personnel and will only be used for recruitment related purposes. Applicants who do not hear from us within six months from the application deadline may consider their applications as unsuccessful. All information on unsuccessful candidates will be destroyed after six months.
We are an EQUAL OPPORTUNITY EMPLOYER.
Last update: 29 May 2026