Associate Director, Service Management

Scope Responsible for governance, performance and continual improvement of IT services across the organization. Ensure service stability, operational excellence, effective risk management and a customer-centric service experience while driving strategic service management initiatives. What You Will Do

• Lead the governance and continual enhancement of ITSM processes, including Incident, Problem, Change, Service Request, ensuring alignment with business objectives, policies and industry best practices
• Establish and oversee service performance metrics, service level agreements (SLAs) and operational KPIs to ensure reliable, efficient and high-quality IT service delivery across the enterprise
• Provide executive oversight of major incidents, problem management and change governance to minimize service disruptions, strengthen operational resilience and reduce business risk
• Partner with business stakeholders to understand service needs, drive service improvement and enhance customer satisfaction through regular service reviews, service reporting and proactive engagement
• Develop the Service Management roadmap, drive process automation and service optimization initiatives, and lead teams in fostering a culture of service excellence, accountability and continuous improvement What We Expect From You
• Bachelor's degree or above in IT or related disciplines
• Minimum 10 years of IT work experience, with at least 7 years of which focused on Service Management
• Possess ITIL or other ITSM certifications
• Strong knowledge of ITIL-based Service Management practices, including Incident, Problem, Change, Major Incident, Service Request and Service Level Management
• Proven ability to establish service governance frameworks, define KPIs and SLAs, analyze service performance and drive operational excellence
• Strong knowledge of ITSM frameworks and best practices
• Good understanding of enterprise IT infrastructure and operations
• Hands-on knowledge of ITSM and monitoring platforms
• Strong leadership, communication and influencing skills with the ability to engage senior business and technology stakeholders and lead cross-functional teams
• Demonstrated ability to drive service transformation, process improvement, automation and customer-centric initiatives aligned with business objectives
• Fluent English and Cantonese, preferably with good Mandarin
• You will be based in Hong Kong for this role with business travel when required