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Associate Director of Computing Services (Service and Operations) in the Computing Services Centre [Ref. D/208/09]

 

The Computing Services Centre (CSC) is responsible for the provision, management, and support of the University IT infrastructure and provides end user IT support with about 100 staff and contractors.  The CSC is looking for a high-caliber IT professional in its senior management team for IT Service and Operations Management.

Duties

Reporting to the Director of Computing Services, the appointee will lead 2 sections of 50 IT professionals in web/mobile applications provisioning/development, email services, cloud applications, identity access management, helpdesk, service desk, IT/AV support; and work on Smart Campus, IoT, Big Data, Analytics, Cloud Computing, Machine Learning, and Artificial Intelligence projects.  S/he will build up new service profile that can improve and transform the University operations in many fronts; and work with key stakeholders in areas such as Facilities Management, Building Projects, Human Resources, Finance, Marketing, and Corporate Communications.  The main duties include to:

  1. Plan, design, implement, and manage IT Service Management with the ITIL v3 framework:
    • Design, implement, and conduct continuous review of Service Catalogues
    • Maintain Standard Operating Procedures for front-line supporting colleagues
    • Serve as ex-officio member of the Change Advisory Board to perform risk assessment
    • Monitor, track, and take proactive actions to enhance service levels
  2. Implement and operate IT solutions to achieve automation and drive operational efficiency;
  3. Define SLAs and KPIs, and build performance dashboards;
  4. Manage matrixed teams to deliver projects, oversee incident response processes and resources planning; and
  5. Engage business partners on projects to assess impact, and help deliver solutions using security technologies in design and development stages.



Requirements

  1. A good honours degree or above in Information System Management/Computer Science or related disciplines, with 15 years’ relevant experience (of which at least 5 years at senior management level in sizable organizations);
  2. Proven track record of ITSM implementation, fully conversant with current and emerging IT development and technologies;
  3. Knowledge of Active Directory, Office365, Identity Access Management, with experience in leveraging cloud services (e.g. DBaaS, PaaS, SaaS) to build workable solutions;
  4. Strong leadership skills, with ability to lead and inspire IT staff effectively;
  5. Proactive and independent, with strong sense of ownership and can-do attitude;
  6. Good problem solving skills, with a detail-oriented mind and determination to success;
  7. Good command of written and spoken English and Chinese (including Putonghua) as well as excellent interpersonal skills with both internal and external stakeholders; and
  8. An MBA degree and certificate in ITIL at Expert or above level preferred.



Salary and Conditions of Service

Remuneration package will be highly competitive, commensurate with qualifications and experience.  Initial appointment will be made on a fixed-term contract; fringe benefits include gratuity, leave, medical and dental schemes, and housing benefits.

Information and Application

Further information on the post and the University is available at http://www.cityu.edu.hk, or from the Human Resources Office, City University of Hong Kong, Tat Chee Avenue, Kowloon Tong, Hong Kong [Email : hrojob@cityu.edu.hk/Fax : 2788 1154 or 3442 0311]. 

To apply, please submit an online application at http://jobs.cityu.edu.hk, and include a current curriculum vitae. The closing date is 18 May 2019.  Applications will receive full consideration and only shortlisted applicants will be contacted.  The University’s privacy policy is available on the homepage.

City University of Hong Kong is an equal opportunity employer and we are committed to the principle of diversity.  Personal data provided by applicants will be used for recruitment and other employment-related purposes.

Worldwide recognition ranking 55th, and 5th among top 50 universities under age 50 (QS survey 2019); 1st in Engineering/Technology/Computer Sciences in Hong Kong (ARWU survey 2016); and 2nd Business School in Asia-Pacific region (UT Dallas survey 2017).

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