Duties

• Coordinate cross-functional teams including service desk, infrastructure, vendors, and business users to ensure smooth IT service delivery.
• Lead and manage daily IT operations based on ITIL best practices, ensuring services meet agreed SLAs and business expectations.
• Handle incidents, changes, problems, and escalations proactively to minimize service disruption and improve operational efficiency.
• Build strong relationships with clients and internal stakeholders, providing responsive and high-quality support services.
• Prepare regular operational and performance reports covering service levels, system performance, capacity, and ongoing improvement initiatives.

Requirements

• Degree in Information Technology or related discipline; fresh graduates with strong background are also welcome for junior position.
• Minimum 5 years of relevant IT support or service management experience for managerial level, with hands-on knowledge in enterprise support environments.
• Solid understanding of ITIL framework, change management, incident management, and vendor management; ITIL certification is must.
• Experience in IT support, system administration, networking, and end-user support operations.
• Strong communication, problem-solving with good command of both spoken and written English and Chinese.