# Operations Manager - Assistant Vice President – Workplace Technology - IT **Company**: HKEX **Location**: HK-TWO ES **Experience**: senior **Job type**: full-time **Category**: IT **Industry**: Finance **Apply**: https://hkex.wd3.myworkdayjobs.com/en-US/HKEXCareerPage/job/HK-TWO-ES-7F/Operations-Manager---Assistant-Vice-President--Workplace-Technology----IT_R004422?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_c9a29eea-faa ## Description We are seeking an Operations Manager - Assistant Vice President for Workplace Technology in our IT department. The successful candidate will be responsible for managing vendor-delivered Level 1 Helpdesk and Level 2 Desktop Support services. **Job Duties:** ### Vendor Governance and Service Performance - Govern vendor-delivered Level 1 Helpdesk and Level 2 Desktop Support services, ensuring clear accountability for service delivery, staffing, ticket ownership, documentation, escalation management, and corrective actions. - Define, monitor, and report SLAs, KPIs, operational risks, service quality, ticket ageing, first-contact resolution, closure quality, and customer satisfaction; lead regular service reviews and ensure sustained remediation of underperformance. - Maintain effective support across phone, email, chat, walk-in service centres, and other agreed channels, ensuring consistent service standards, appropriate routing, and timely communication. ### Service Management and Operational Excellence - Own and improve incident, service request, problem, escalation, knowledge, reporting, and continual improvement practices in line with IT service management standards. - Protect service availability, stability, and operational reliability through proactive monitoring, trend analysis, workload management, effective major-incident support, and disciplined follow-through. - Ensure the ITSM platform, preferably ServiceNow, contains accurate, timely, and actionable records, dashboards, knowledge articles, and management information. ### Service Transformation and User Satisfaction - Use ticket data, service trends, CSAT results, surveys, user feedback, and operational insights to identify root causes, recurring demand, service gaps, and improvement priorities. - Lead service enhancement initiatives that simplify support journeys, strengthen knowledge reuse, expand self-service and automation, improve communications and reporting, and reduce avoidable contacts and repeat incidents. - Establish measurable benefits and track outcomes, including improved user satisfaction, resolution quality, response and restoration times, operational efficiency, and successful delivery of agreed improvements. ### Technical Service Oversight - Coordinate vendors and internal technical teams to resolve complex or cross-functional issues, manage technical dependencies, and ensure operational readiness for service changes and technology deployments. - Maintain documented support procedures, knowledge, ownership models, and escalation paths so that technical services are supported consistently and restored efficiently. ### VIP and Executive Support - Design and manage responsive, discreet, and personalised support for senior management, executives, designated users, and their personal assistants. - Maintain VIP profiles, proactive support plans, service procedures, communication channels, and clear escalation paths; coordinate vendors and internal teams for urgent, sensitive, or high-impact requirements. - Measure performance against agreed responsiveness, communication, ownership, discretion, resolution, and stakeholder satisfaction standards. ### Risk, Compliance, and Control - Embed governance, risk, compliance, audit, information security, and internal-control requirements into support processes, vendor operations, access arrangements, service changes, and documentation. - Maintain evidence of control execution, identify and escalate risks and control gaps, implement corrective actions, and support audits, assurance reviews, and regulatory requirements. **Required Experience and Skills:** ### Service Management and Vendor Governance - Proven experience managing vendor-delivered enterprise Level 1 Helpdesk and Level 2 Desktop Support services, including SLA and KPI governance, service reviews, quality assurance, escalations, and performance improvement. - Strong knowledge of IT service management, including incident, request, problem, escalation, knowledge, reporting, and continual improvement practices. ### Service Transformation and Continuous Improvement - Demonstrated success leading service enhancement or transformation initiatives that improved user satisfaction, service quality, resolution efficiency, or operational effectiveness. - Strong analytical skills in using ticket data, trends, feedback, surveys, and reporting to identify issues and deliver practical improvements. ### Technical and Platform Knowledge - Hands-on experience with ITSM platforms, preferably ServiceNow. - Proven experience with enterprise PC build, deployment, and patching processes; Remote Access Services; File and Print services; meeting-room technology and Microsoft 365 productivity and collaboration solutions. ### Stakeholder and Communication Skills - Excellent vendor, stakeholder, and executive communication skills, with a customer-focused approach, strong ownership, sound judgement, and the ability to drive sustainable change. ### Customer Service and Support Excellence - Service and Operational Excellence, with strong track record of driving service quality, stability, and continuous improvement. - Sensitive to maintaining high service uptime, availability, and operational reliability for end-user services. - Managing and delivering support through multiple service channels, including phone, email, chat, walk-in service centers, and customer satisfaction (CSAT) feedback programs. ### People Management - Managing teams of more than 10 vendor resources, including resource planning, performance management, and staff skill development. ### Risk and Control - Demonstrated commitment to Governance, Risk, and Control (GRC) principles, with proven experience operating in a highly regulated and controlled environment. - Strong understanding of risk management, compliance, audit, and internal control frameworks, with the ability to embed appropriate controls into operational processes. **Preferred Qualifications:** - Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related discipline; ITIL certification is preferred. - Experience in financial services, regulated environments, outsourced support, service transformation, or executive support is advantageous. ## Skills ### Required - IT service management - Vendor governance - Service performance management - Incident management - Problem management - Change management - ServiceNow - Microsoft 365 - Remote Access Services - File and Print services - Meeting-room technology - Customer service - Communication skills - Leadership - Team management - Risk management - Compliance - Audit - Internal control ### Nice to have - ITIL certification - Experience in financial services - Regulated environments - Outsourced support - Service transformation - Executive support --- Source: [Apply at hkex.wd3.myworkdayjobs.com](https://hkex.wd3.myworkdayjobs.com/en-US/HKEXCareerPage/job/HK-TWO-ES-7F/Operations-Manager---Assistant-Vice-President--Workplace-Technology----IT_R004422?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)