Operations Manager - Assistant Vice President –workplace Technology - IT

**Company Introduction:** _We’re home to Asia's most dynamic and vibrant capital markets. Connecting capital, ideas, inspiration and innovation for deeper, more diverse and liquid global capital markets; providing greater choice and opportunity for our customers, each and every day._ _HKEX is a purpose-driven company. Our commitment to the long-term development of our business and our markets is articulated in our purpose: "To Connect, Promote and Progress our Markets and the Communities they support for the prosperity of all."_ **Job Summary:** **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. * VIP and Executive Support for senior management, executives, and their personal assistants, with a strong customer-centric mindset. Proven experience designing, delivering, or managing tailored VIP or executive support, including urgent and sensitive requirements, proactive communication, discretion, and cross-team coordination. * Ability to apply a versatile and solutions-oriented approach to managing ad hoc requests, resolving complex issues, and balancing competing priorities in a dynamic environment ​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. * Acts as a role model for risk-aware decision-making and governance excellence, ensuring adherence to regulatory, policy, and control requirements across all activities. **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.   **Key Competencies:** * Vendor governance and service performance management * End user support operations and continual improvement * VIP service leadership and executive stakeholder management * Data-driven analysis, communication, and problem-solving * Leadership, accountability, customer focus, and delivery _HKEX is committed as an Equal Opportunity Employer. Diversity is one of our core values and we look to support, respect diverse perspectives, abilities, culture and experiences within our workplace._ **Location:** HKEX - Exchange Square **Shift:** Standard - 40 Hours (Hong Kong SAR) **Scheduled Weekly Hours:** 40 **Worker Type:** Permanent