IT Service Management Manager

Come Join our Community Today! Together, We Make Travel Better! What you'll be doing: Provide end-to-end service management on off IT Infrastructure & Application Supports in PPG, manages the incident management, problem management, change management, service level agreement and continuous service improvement initiatives according to ITIL framework. Manage IT vendor's service quality includes 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 includes but not limit to incident management, problem management, service request management, change management, service level agreement management, knowledge management, asset management and continuous service improvement, etc
• Hands on coordinate high severity & major incidents across global to ensure timely management escalation and resolution with acceptable root cause analysis
• Manage ITSM (Information Technology Service Management) system to well register all incident, incident, problem, service request, change request, 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 PPG teams and vendors with proper process to comply the 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 document such as flow diagram, SOP, user manual;
• Assist regular internal & external audits on ISO27001, SOC initiatives
• Perform ad hoc task and project implementation as assigned by supervisor. 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 and
• Strong troubleshooting and problem solving skills
• Willing to work in non-office hour when necessary (for fixing critical issue);
• Good command of spoken and written English, Chinese is preferred
• Self-motivated, positive attitude, and able to work independently and under pressure