Manager, IT Operations

The Manager, IT Operations is responsible for managing the day-to-day IT support and service delivery for MUFG Pension & Market Services in Hong Kong, including infrastructure, end-user support, application support, and DevOps support activities.

The role ensures reliable, secure, and efficient IT operations, supporting business continuity and operational effectiveness. Working closely with the Head of Technology in Hong Kong and also the Group Technology team based in Australia, the role contributes to service improvement initiatives and ensures delivery of IT services in line with business needs, regulatory requirements, and internal standards.

Key Accountabilities and main responsibilities

Strategic Focus

• Support the execution of IT operations strategy aligned to MUFG Pension & Market Servies business objectives
• Contribute to service improvement initiatives, including automation, cloud adoption, and process enhancements
• Identify opportunities to enhance service performance, user experience, and operational efficiency

Operational Management

• Manage day-to-day IT service delivery across:

1. Infrastructure and platforms (on-prem and cloud)
2. End-user computing and desktop support
3. Application support
4. DevOps and release activities

• Ensure services meet agreed SLAs, KPIs, and performance targets
• Act as an escalation point for incidents and ensure timely resolution of issues
• Support and enforce IT service management processes (incident, problem, change, and release)
• Perform root cause analysis and drive issue resolution and continuous improvement
• Ensure systems and infrastructure are maintained, secure, and compliant with organisational standards
• Coordinate with internal teams and vendors to support system availability and performance

People Leadership

• Lead and supervise a small team to ensure the service quality and deliverables
• Provide guidance, coaching, and day-to-day direction to team members
• Support team capability development and promote knowledge sharing
• Foster a collaborative and accountable team culture focused on service delivery

Governance & Risk

• Ensure compliance with IT governance, risk, and regulatory requirements
• Support risk identification, assessment, and mitigation within IT operations
• Assist in audit activities and ensure timely resolution of audit findings
• Monitor service performance, incidents, and risks, and provide reporting to stakeholders
• Ensure adherence to internal controls, security standards, and change management practices

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• 10+years’ experience in IT operations, infrastructure, or support roles
• Experience managing IT service delivery within enterprise environments
• Good knowledge of infrastructure, cloud platforms, application support, and DevOps practices
• Understanding of IT service management frameworks (e.g., ITIL)
• Experience in financial services or regulated environments preferred
• Experience in vendor coordination and service delivery support
• Strong problem-solving and analytical skills with a hands-on approach
• Good stakeholder communication and interpersonal skills
• Demonstrated ability to lead or supervise a team