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.

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