Operations Manager - Assistant Vice President -Workplace Technology - IT
Hong KongOperations
About the role
FinEx AI summary
Governs vendor-delivered Level 1 helpdesk and Level 2 desktop support, defining and monitoring SLAs, KPIs, and service quality. Owns incident, request, problem, and escalation practices in line with ITSM standards, maintaining the ServiceNow platform. Uses ticket data and customer feedback to drive service transformation and user satisfaction.
Core skills
Vendor GovernanceService Level Agreements (SLAs)KPIsIT Service Management (ITSM)ServiceNowIncident Management
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