Key Responsibilities

• Lead the end-to-end delivery and operational management of the Digital Wealth Management (DWM) Helpdesk service, ensuring stable and effective production support for digital investment platforms and services.
• Act as the primary liaison between business stakeholders, Product Owners, support teams, and external service providers to ensure seamless service delivery and operational alignment.
• Drive service management governance, including incident, problem, service request, escalation, and service level management in accordance with ITIL best practices.
• Partner with business stakeholders to understand strategic objectives and translate business needs into clear functional and non-functional requirements for digital solutions.
• Support the continuous enhancement of digital wealth management products and services by facilitating requirement prioritization, solution delivery, user acceptance, and operational readiness.

Duties

• Monitor production environments, manage system alerts, and coordinate with L3 support teams and third-party vendors to resolve incidents and service disruptions.
• Track service performance metrics, prepare operational reporting, identify improvement opportunities, and ensure adherence to agreed service levels and KPIs.
• Gather, analyse, and document business requirements through stakeholder workshops, creating user stories, process maps, functional specifications, and acceptance criteria.
• Support backlog grooming and prioritization activities within Agile delivery teams, ensuring requirements are clearly understood and aligned with business value.
• Coordinate UAT execution, stakeholder feedback collection, production deployment activities, knowledge transfer sessions, and post-implementation support to ensure smooth transition into business operations.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to alice.tong@hays.com.hk, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.