IT Operations Manager

Company : Teksystems Hong Kong

Job Type : Contract

Hong Kong

Job Description - IT Operations Manager

oversee the operational support of systems within the HR and related application landscape
strong service management, coordination, and communication capabilities
English

A famous luxury retail company is accelerating its digital and HR transformation and is looking for an IT Operations Manager to take ownership of the HR applications ecosystem , ensuring flawless service delivery across the region.

Key Responsibilities 1. Service & Incident Management

Own and drive IT service management processes including Incident, Service Request, Change, and Problem Management .
Ensure incidents are resolved within defined SLAs and escalate as needed.
Monitor recurring operational issues, especially related to data integrations

2. Support Coordination

Coordinate the daily activities of application vendors, external consultants, and internal IT support teams .
Track and monitor SLA performance; ensure accountability and clear role definition across all support parties.
Follow up on response and resolution times, escalating operational roadblocks when necessary.

3. Stakeholder Communication

Act as the primary point of contact for business stakeholders , particularly the HR department.
Provide consistent updates regarding system incidents, planned changes, downtime, and service impact.
Align business expectations with technical teams to ensure clarity and operational consistency.

4. Process Governance & Continuous Improvement

Ensure that ITSM processes are followed across the support ecosystem.
Identify gaps or inefficiencies in current processes and propose improvements.
Support the onboarding of new vendors or enhancements to the operational support model.

Required Skills & Experience

Experience in IT Operations , Application Support Management , or Service Management roles.
Strong knowledge of ITSM frameworks (Incident, Change, Problem, Request Management).
Proven experience coordinating across multiple vendors and internal teams .
Familiarity with HR systems, integrations, or workflow processes is a strong advantage (e.g., Workday, HRIS integrations).

Languages

English: Mandatory

Soft Skills

Excellent communication and leadership abilities
Strong problem-solving and prioritization
Highly structured, organized, and process-oriented
Comfortable interacting with both business and technical stakeholders

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IT Operations Manager

Job Description - IT Operations Manager

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