Technical Manager, IT Service Level 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:

• Data Collection and Analysis: Develop and implement robust processes for data collection that ensure the accuracy and reliability of service performance metrics. Use statistical methods and analytical tools to interpret data and generate actionable insights
• Reporting and Visualisation: Create and maintain dynamic management reports and dashboards that visualise key service performance indicators (KPIs). Highlight trends and areas for improvement, facilitating informed decision-making at all levels of the organisation
• Service Level Agreements Review: Regularly review and refine existing SLAs to ensure they are aligned with evolving business needs. Engage with business stakeholders to gather input and ensure SLAs accurately reflect service expectations
• KPI Definition and Tracking: Define and implement relevant KPIs and metrics to monitor service performance against SLAs. Establish benchmarks and targets to drive accountability and performance improvement across IT services
• Proactive Issue Resolution: Utilise data analysis to identify potential service performance issues before they escalate. Collaborate with IT teams to develop and implement corrective actions that enhance service quality
• Training and Mentorship: Provide training sessions and mentoring to IT staff on best practices in Service Level Management and data analysis techniques. Foster a culture of continuous learning and improvement within the team
• Cross-Functional Collaboration: Work closely with other departments to enhance communication and collaboration between IT and business units. Act as a liaison to ensure that IT services meet the needs of the Club

About You

You should have:

• A Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is required
• A certification in ITIL (Information Technology Infrastructure Library) is preferred, demonstrating a solid understanding of IT service management best practices
• Experience in IT service management, with a specific focus on Service Level Management or related functions. A less experienced candidate will be considered at the Assistant Manager level.
• Proven track record of managing service performance, developing improvement initiatives, and driving customer satisfaction
• Familiarity with project management methodologies and tools. Experience in leading cross-functional teams to achieve project goals
• Strong analytical skills with experience in data analysis, reporting, and visualisation tools (e.g., Excel, Tableau, Power BI). Ability to interpret complex data sets and translate findings into actionable insights
• Excellent verbal and written communication skills, with the ability to present complex information clearly and effectively to both technical and non-technical stakeholders
• Strong interpersonal skills to build relationships and collaborate effectively across all levels of the organisation. Ability to influence and mentor team members

Terms of Employment

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

How to Apply

Please submit your resume with expected salary by clicking the Apply Now button.

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.