Job Summary
The Senior Manager, IT Operations & Service Delivery is responsible for leading IT operations and service delivery strategy, governance, and performance across Hong Kong and Singapore. The primary responsibility of this role is to drive operational excellence and service maturity, as well as to ensure strong governance across incident, change, access and resilience management.
The position also leads identity and access management oversight, chairs the Change Advisory Board and acts as the point of escalation for complex or unresolved issues.
Job Responsibilities
- Lead the IT operations and service delivery function across Hong Kong and Singapore, with effective collaboration and co-ordination across local, regional and global Tech teams.
- Define and drive service delivery strategy, follow or define governance frameworks and policies, operating procedures and performance standards.
- Ensure operational resilience readiness, including DR planning, testing, compliance and service continuity requirements for all applications.
- Oversee the intake, triage, assignment and tracking of non-infrastructure tickets via ServiceNow and JIRA, ensuring service quality and accountability.
- Manage major incidents, critical escalations and complex cross-functional issues, acting as backup incident manager when required.
- Chair the Change Advisory Board and provide leadership for change governance, change alliance building and deployment control.
- Own and optimize the identity and access management (IDM) process, including segregation of duties, privileged access management, OS/DB access and automation opportunities.
- Oversee identity governance and ensure access review processes are effectively executed and continuously improved.
- Own executive-level reporting and dashboards, including service performance trends, SLAs, risks and improvement opportunities.
- Communicate service performance, operational risks, and priorities to senior leadership and business executives.
- Drive service maturity and continuous improvement across broader processes and operating models.
- Act as point of escalation for issues not remediated in a timely manner.
- Drive proactive risk management and partner with risk stakeholders on assurance and maturity opportunities.
- Lead service transformation initiatives and support transition, stabilization, and operational readiness for new or changed services.
- Engage with senior business leaders, IT leadership, vendors, and external partners to align service delivery with business priorities.
- Optimize IT operations-related spend including resource and capacity planning.
- Ensure clear ownership, accountability and handover across teams.
Job Experience
- Around 12+ years of experience in IT operations, service delivery or production support.
- Experience in working in a complex organisation environment with local, regional and global structure with strong vendor management skills.
- Strong knowledge of ITIL practices, service governance, major incident management, problem management and change management.
- Demonstrated experience driving operational excellence and service improvement in complex environments.
- Strong stakeholder management experience with senior business and IT leadership.
- Solid understanding of identity and access management, including segregation of duties and privileged access governance.
- Experience in operational resilience, risk management, and service continuity.
- Ability to influence cross-functional teams and lead service transformation initiatives.
- Experience in budget optimization, capacity planning, and resource management is highly desirable.
Job Qualifications
- Degree in IT or a related discipline is a must. Postgraduate qualifications preferred.
- ITIL certification required; other service management qualifications advantageous.
- Additional qualifications in: Service management, IT governance, Risk management, Identity/access management, Operational resilience are advantageous
