Executive Manager, IT Service Operations Transformation

The Hong Kong Jockey Club
Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

The Division  

We are the IT Division of HKJC, a vibrant community of over 1,500 dedicated professionals working collaboratively across Hong Kong and Shenzhen. Our team is a diverse mix of individuals from various backgrounds, from all across the world. We embrace our humanity, recognizing that each of us brings unique strengths and perspectives. This diversity not only enriches our work environment but also drives our innovation and creativity as we strive to achieve our collective goals.

We design, build, and operate the technology that powers the Club. Our primary focus is on delivering the service that supports our hospitality, racing and wagering operations, to ensure that our customers and members enjoy exceptional experiences.
We also deliver the changes necessary to drive business growth through new products and services. And, we are committed to safeguarding the Club by protecting it from external threats, providing a secure and resilient technological environment.

The Job

Key responsibilities include transforming into IT Service Operations by adopting Club’s Site Reliability Engineering (SRE) concepts and automating Operational procedures. These improvements are designed to boost reliability, productivity and foster continuous improvement practice in Operation of the Club’s 24x7 wagering and customer IT platforms.   This position be responsible for aligning with IT’s Ignition culture, behavior and new ways of working objectives. Additionally, this position is to bring innovative approaches to strengthen incident response, change implementation, cloud and SaaS operations, and routine service upkeep across IT operations and support groups.   

1. Develop and manage a collaborative IT Operation support model for levels L1-2, bringing together distributed IT support Tribes SRE teams to rapidly resolve service impacts, proactively prevent incidents, and ensure service reliability for critical business functions.

2. Work with IT and Business Lines to ensure high availability, performance, and security of the Racing, Sports wagering, Digital customer platforms through robust monitoring and incident response.

3. Create and carry out a strategic plan to help IT Operations support teams shift to DevOps methods focus on Service outcomes. This involves developing essential skills, encouraging teamwork, making better use of resources, and raising accountability so that IT service levels meet customer and business requirements.

4. Effectively identify, mitigate and manage Operational risks associated Service stability. Proactive manage any issues that arise during the course of daily Operations and work with Problem team and IT Service owners for tactical remediation treatments.

5. Automate manual tasks with scripts that follow SDLC standards. Integrate, update, and validate these scripts within CI/CD pipelines. Convert manual OAT activities to automated steps in the release process. 

6. Engage and effectively manage all stakeholders (IT, Business and External) associated with IT Service Operation new ways of working change adoption.

7. Enhance the operating model for Field Services, Trading Support, and the Service Desk to improve efficiency in addressing internal issues and managing service requests.

8. Minimise Service business service outage times and unplanned impacts from change and release internal and external supplier activities.

9. Communicate transformation progress and operational metrics to executive leadership.

10. Promote accountability, adaptability, and ongoing improvement. Train IT Operations staff in DevOps, SRE, and ITIL. Use effective performance management to drive transformation. 

About You

• Proven experience leading IT Operations in high-availability, high-transaction environments (preferably wagering, gaming, or fintech)
• Good understanding of cloud-native architectures, containerization, and modern observability tools.
• Exceptional leadership, communication, and change management skills.
• 15+ years in IT Operations, with at least 8 years in leadership roles.

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.

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Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. 

Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.