Senior Manager - IT Operation, Service Management and End User Support

Responsibilities

• Lead three service teams covering IT Operations, IT Service Management and Delivery Management, and End User Support
• Ensure reliable, secure and resilient day-to-day technology services, disciplined service management and project delivery, effective disaster recovery, and a consistent end-user experience across the Corporation
• 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 and end user support to strengthen proactive monitoring, accelerate incident detection and response, reduce manual effort, improve service availability and enhance the end-user experience
• Propose project initiatives and formulate business cases to justify operation and IT end user computing services development by analysing current and future needs as well as taking due considerations on IT strategic direction, service quality and security standards
• Lead ateam in transforming the IT infrastructure and service management practice through new technologies & process automation
• Manage the development, implementation and operations services and end user computing environment, including IT service desk, end user support, end user IT hardware and software management
• Ensure the development and operations of operation services and end user computing environment according to the IT strategy, relevant policies, statutory and regulatory requirements
• Prepare and manage budgets for operation and end user support services and ensure the compliance of internal process
• Work closely 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 12 years’ relevant IT experience, covering IT operations, service desk and end-user computing in sizable organizations, with at least 5 years at management level
• Extensive experience in IT strategy, business case development, end-user service design, 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, monitoring or end-user support
• Proven track record in leading  IT operations, including data protection and recovery, Production Control Unit operations, data centre operations, security patching, monitoring, identity and access management, maintenance and technical recovery
• Extensive experience in IT service management, operational governance and service continuity, including incident or change management, disaster recovery, operational KPIs and continuous service improvement.
• Proven track record in infrastructure and operational project governance, vendor/service provider management, and service performance monitoring to ensure operational excellence and successful transition to BAU support
• Strong leadership, stakeholder and vendor management skills, with excellent communication skills in both English and Chinese

Remark

Candidates with less experience will be considered for the Manager - IT Operations and Service Management position

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.