Senior Technical Manager, Service Operation Platforms Management

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:

• Strategic Platform Leadership: Own the end-to-end implementation of ServiceOps/AIOps solutions. Develop and maintain the CMDB as the authoritative source for service topology. Ensure seamless data flow between ITSM platforms and AIOps tools
• Cross-Functional Collaboration: Partner with ITSM and Observability Process Owners and Solution Architects to integrate data into AIOps use cases (e.g., root cause analysis, automated incident creation). Optimise observability tool pipelines for AIOps consumption. Collaborate on shared governance and data standards with the Observability team. Align with IT Asset Management for asset lifecycle management and DevOps teams on shared service reliability objectives
• Tooling Optimisation and Legacy Tools transition: Automate data synchronisation with ServiceOps and AIOps tools. Streamline platform monitoring and security processes. Drive adoption of AIOps-driven automation in ITSM workflows. Ensure smooth operation of legacy ITSM, system monitoring and job management tools while phasing in AIOps solutions. Develop data migration plans to maintain continuity during platform transitions
• Performance Metrics: Establish key performance indicators (KPIs) to measure the effectiveness of service operation platforms, regularly reviewing performance and driving continuous improvement
• 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 technical 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
• 7+ years in IT operations, with experience in CMDB management, ITSM and IT Operation platforms, system monitoring and job-scheduling tools
• 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
• Familiarity with industry trends and emerging technologies related to IT operations and service management
• Proven track record of successfully leading ITSM/ITOM initiatives and implementing SRE and AIOps practices in enterprise environments
• In-depth understanding of ITIL frameworks and best practices in ITSM

Terms of Employment

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

How to Apply

Please send your resume, complete with expected salary and job reference by clicking the Apply Now button or to:

Fax: 2966-5770

Mail: The Human Resources Department, The Hong Kong Jockey Club, 1 Sports Road, Happy Valley, Hong Kong

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.