Senior Technical Manager, ITSM Platforms Product Owner

Who are we?

We are the IT Division of HKJC, a vibrant community of over 1,500 dedicated professionals working collaboratively across Hong Kong and Shenzhen.

Our team is a diverse mix of individuals from various backgrounds, from all across the world. We embrace our humanity, recognizing that each of us brings unique strengths and perspectives. This diversity not only enriches our work environment but also drives our innovation and creativity as we strive to achieve our collective goals.

What do we do?

We design, build, and operate the technology that powers the Club. Our primary focus is on delivering the service that supports our hospitality, racing and wagering operations, to ensure that our customers and members enjoy exceptional experiences.

We also deliver the changes necessary to drive business growth through new products and services. And, we are committed to safeguarding the Club by protecting it from external threats, providing a secure and resilient technological environment.

The Department

The IT Infrastructure and Platform Operations Department is responsible for the design, implementation, and management of the infrastructure that supports the Club’s IT systems, and leads the Service Management capabilities that ensure the smooth running of these systems.

This department ensures that all technological resources operate efficiently and effectively to support business objectives. Key responsibilities include:

• Design and operate processes and controls that ensure IT service availability, performance, and resilience are aligned with business expectations.
• Manage the 24x7 IT Operations Centre.
• Manage the Club’s exploitation of the public cloud.
• Manage the complete lifecycle of the Club’s IT network and the technology within our data centres.
• Provide the roadmaps, standards, and capabilities that enable our IT infrastructure to remain current (eligible for vendor support) and secure (patched and remediated against CVEs).
• Provide the Club’s colleague collaboration technology suite, including desktop and laptop computers, mobile devices, collaboration tools, carrier contracts, and associated support functions.

The Job

You will:

• Vision & Strategy Development: Collaborate with the line manager and other stakeholders to articulate a clear vision for IT Service Management (ITSM). This vision should integrate observability and Site Reliability Engineering (SRE) principles to enhance service delivery and operational efficiency
• Platform Ownership: Oversee the configuration and optimisation of ITSM platforms to ensure they meet user needs, remain user-friendly, and align with current business objectives
• Roadmap Creation: Develop and maintain a strategic roadmap for ITSM initiatives, focusing on maturity uplift and stakeholder alignment
• Stakeholder Collaboration: Engage with IT teams and stakeholders to gather requirements and ensure business alignment
• Process Optimisation: Analyse current ITSM processes and identify opportunities for improvement, leveraging observability and AIOps to enhance incident response and service reliability
• Performance Metrics: Establish key performance indicators (KPIs) to measure the effectiveness of ITSM initiatives, regularly reviewing performance and driving continuous improvement
• Tool Integration: Evaluate and recommend tools that support ITSM processes, ensuring seamless integration with existing systems and workflows
• Cultural Advocacy: Promote a culture of collaboration, learning, and innovation within ITSM teams, fostering engagement in best practices and continuous improvement initiatives
• Training & Development: Identify skill gaps and facilitate training programs to enhance team capabilities in ITSM, observability, AIOps, and SRE practices
• Continuous Improvement: Champion initiatives for ongoing enhancement of ITSM maturity, utilising feedback, data, and industry best practices to refine processes and drive excellence

About You

You should have:

• Bachelor’s degree in Computer Science, Information Technology, or a related field; a Master’s degree is preferred
• At least 15 years of work experience in the IT industry with 7+ years of experience in IT Service Management or observability solutions across distributed systems, with a strong focus on architecture and integration
• Experience in managing cross-functional teams and collaborating with various stakeholders to drive ITSM improvements
• Ability to provide technical system solutions, determine overall design direction and provide hardware recommendations for complex technical issues
• Strong written and oral communication skills, and the ability to effectively communicate with technical and non-technical audiences
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Proven project and supplier relationship management experience
• In-depth understanding of ITIL frameworks and best practices in ITSM
• Familiarity with industry trends and emerging technologies related to IT operations and service management
• Proven track record of successfully leading ITSM initiatives and implementing SRE and AIOps practices in enterprise environments
• Preferably possess PMP, ITIL certifications
• Proficiency in ITSM tools such as BMC Remedy or Helix, ServiceNow or Jira Service Management, including configuration and customization
• Extensive knowledge of AIOps platforms and SRE methodologies
• Familiarity with cloud platforms and services (e.g., AWS, Azure), including their integration with ITSM processes
• Strong experience with DevOps practices, CI/CD pipelines, and automation tools to enhance software delivery and operational efficiency

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

Enquiries

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.