Chief IT Officer: Technical Leadership and Service Excellence

2 days ago


Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time
Purpose and Scope

This role is focused on leading the IT service management function, ensuring the delivery of high-quality services to customers while maintaining a strong focus on operational excellence and strategic alignment.

Main Responsibilities
  1. Service Leadership: Provide technical leadership and strategic direction to the IT service management team, ensuring alignment with business objectives and IT strategic plans.
  2. Operational Excellence: Oversee the delivery of IT services, ensuring high-quality service desk support, incident management, problem management, change management, and service level management.
  3. Process Improvement: Drive process improvements and efficiency gains in IT service management, leveraging best practices, tools, and techniques to enhance service quality and reduce costs.
  4. Stakeholder Management: Foster strong relationships with business stakeholders, IT teams, and vendors, ensuring effective communication, collaboration, and issue resolution.
  5. Talent Development: Develop and lead a high-performing IT service management team, providing training, coaching, and mentorship to enhance skills and knowledge.
Requirements and Qualifications
  • 20+ years of experience in IT service management, with a strong background in technical leadership and operational delivery.
  • Deep understanding of ITIL, Agile, and DevOps principles, with experience in service management, incident management, problem management, change management, and service level management.
  • Proven track record of developing and delivering service improvements, with a strong focus on customer satisfaction and business value.
  • Experience with service management tools, such as Jira Service Desk, and a strong understanding of IT service management processes and best practices.
  • Excellent communication, leadership, and interpersonal skills, with the ability to build strong relationships with stakeholders and teams.


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