Manager - IT Operations and Service Management (Ref: 260000ZL)

Responsibilities
• Lead service teams covering IT Operations and IT Service Management
• Responsible for reliable, secure and resilient day-to-day technology services, disciplined service management and project delivery and effective disaster recovery
• Establish clear service ownership, performance indicators and improvement targets covering service availability, incident recovery, problem reduction, user satisfaction, operational resilience and vendor performance
• Contribute to the formulation of IT strategic plan by estimating and forecasting IT manpower, systems resources, technology roadmaps and risks
• Drive the adoption of AI, AIOps and automation across IT Operations to strengthen proactive monitoring, accelerate incident detection and response, reduce manual effort and improve service availability
• Propose project initiatives and formulate business cases to justify Operation and IT Service Management development by analyzing current and future needs as well as taking due considerations on IT strategic direction, service quality and security standards
• Lead a team in transforming the IT infrastructure and service management practice through new technologies & process automation
• Manage the development, implementation and operations services including IT hardware and software management, onsite vendor management and incident/change/problem management
• Ensure the development and operations of operation of IT services align with the IT strategy, relevant policies, statutory and regulatory requirements
• Prepare accurate budget forecasts, control capital and operating expenses for operation within budget and ensure compliance of internal process
• Liaise with cybersecurity and infrastructure teams to manage operational vulnerabilities, security patching, privileged access, ransomware recovery readiness and technology-related risks Requirements
• Degree in Information Technology / Information Systems / Computer Science or a related discipline
• A minimum of 8 years’ relevant IT experience in sizable organizations, of which at least 2 years at management level
• Strong experience in IT strategy, business case development, project management, IT service management and IT operations, including data centre, data protection and Level 2 BAU support
• Proven experience in applying AI, intelligent automation, analytics or AIOps to improve IT operations, incident management and monitoring etc
• Proven leadership in IT operations and service management, including data centre operations, data protection and recovery, identity and access management, incident or change management, and service continuity
• Strong experience in operational governance, infrastructure project delivery and disaster recovery, ensuring operational readiness, risk management and continuous service improvement
• Strong stakeholder, vendor and people management skills, with experience overseeing outsourced service providers and excellent communication skills in both English and Chinese Applications You are invited to apply online via http://www.mtr.com.hk/mtr_job_en or send in your CV stating the position (with reference number) you are applying for by mail to Human Resource Management Department, MTR Corporation, G.
P.
O. Box 9916, Hong Kong on or before 29 October 2026. For other job openings, please visit MTR Corporation's website for more details. All information provided by applicants will be treated in strict confidence and used for recruitment purpose only. All personal data of unsuccessful applicants will be retained for 12 months for future recruitment purpose and will then be destroyed. Schedule Full-time Job Posting 15/Oct/26, 2:53:39 PM Closing Date 29/Oct/26, 11:59:00 PM