IT Service Operation Manager

Reports to: Head of Service Management Centre

Job Description: This role will be responsible for managing the day-to-day operations for the service management centre of IT teams, ensuring the availability and reliability of systems and networks, managing technology vendors, and processes to improve efficiency and productivity. They must ensure the organization's IT policies and procedures are up to date and compliant with industry standards and regulations.

Responsibilities:

1. Overseeing the daily operations of the SMC team and ensuring that infrastructure, systems, networks and applications are running smoothly.
2. Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity for SMC.
3. Managing technology vendors and service providers to ensure that the organization's technology needs are met.
4. Leading a team of IT professionals and providing guidance and support to ensure that they are meeting SLA and objectives.
5. Maintaining a strong understanding of the organization's business needs and working closely with clients to ensure that IT is aligned with those needs.
6. Ensuring that the organization's IT policies and procedures are up to date and compliant with industry standards and company regulations.
7. Keeping up to date with the latest industry trends and developments in IT operations management.
8. Assessing areas of improvement in SMC on people, process, and tools.
9. Providing support and guidance to internal teams as well as external clients.
10. Excellent communication skills in Cantonese, English, and Mandarin.
11. Demonstrated ability to lead others in understanding, accepting, and managing quality of work in the role.
12. Demonstrated ability to drive and implement new improvements/changes to enhance productivity in the role.
13. Demonstrated ability to make optimal decisions through accountability, judgment, problem-solving, prudent risk-taking, market/industry awareness, and maintaining customer focus.
14. Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence, and customer relationship management with all levels of staff and customers.
15. Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders.
16. Demonstrated ability to lead high performance through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, and customer service.
17. Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements, and deepen existing ones.
18. Ensuring SMC complies with the audit, ISO, and general compliance and assurance activities.

Desired Certifications:

• ITIL Foundation v4
• ITIL Specialist v4 Certification

Requirements:

• Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
• 5-7 years of experience in IT Service Operations Management.
• Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be an added advantage.
• Technical proficiency and knowledge of IT infrastructure, networks, applications, and systems to effectively manage and troubleshoot issues.
• Excellent communication skills to effectively interact with team members, senior management, and other stakeholders.
• Strong leadership skills to effectively manage a team of IT professionals and drive performance.
• Good problem-solving skills, background analytics, proactive attitude, and focus on excellent customer service/support.
• Driven and able to multi-task, strong time management skills, and a strong team player.
• Required Language(s): Cantonese, English, Mandarin