About the role

Provide end-to-end service management on IT Infrastructure & Application Supports, managing incident management, problem management, change management, service level agreement and continuous service improvement initiatives according to ITIL framework. Manage IT vendor's service quality including helpdesk, infrastructure management, applications consultancy and support aspects.

Key responsibilities

• Design, plan, and implement IT service management processes based on industry best practices framework ITIL

• Oversee daily IT service management processes including incident management, problem management, service request management, change management, service level agreement management, knowledge management, asset management and continuous service improvement

• Coordinate high severity and major incidents across global to ensure timely management, escalation and resolution with acceptable root cause analysis

• Manage ITSM system to register all incidents, problems, service requests, change requests, and knowledge with process governance

• Manage IT assets on hardware and software with coordinating IT teams globally

• Liaise and negotiate with vendors or suppliers on quotation for IT service delivery and related budget control

• Introduce and enable different teams and vendors with proper process to comply with IT service management practice (ITIL) and measure the on-going SLA and OLA agreed

• Provide Level-2 IT support and maintain knowledge base for on-going support and training

• Build and maintain IT documentation such as flow diagrams, SOP, user manuals

• Assist regular internal and external audits on ISO27001, SOC initiatives

About you

• Degree holder in Information Technology or equivalent

• Holder of ITIL foundation is a must, while ITIL Intermediate is preferred

• Holder of PMP is preferred

• Minimum 7 years solid hands-on experience in IT Service Manager role for regional position

• Experience in ITSM software (e.g. ServiceNow, Freshservice, ManageEngine)

• Knowledge of budget control

• Strong troubleshooting and problem solving skills

• Willing to work in non-office hours when necessary for fixing critical issues

• Good command of spoken and written English, Chinese is preferred

• Self-motivated, positive attitude, and able to work independently and under pressure