Core Technical Tasks:

Strategic Responsibilities

• Define and strategize the functions of event monitoring, production support, ITSM incident, problem, change, service level reporting, and IT Service Management tools to align with business directions and long-term roadmap.
• Maintain strong awareness of organizational business needs and ensure IT services are aligned with client requirements.
• Keep up to date with industry trends and developments in IT operations management, including emerging areas such as AI-driven operations.
• Assess and drive improvements across people, processes, and tools to enhance service delivery.

Operational Responsibilities

• Oversee daily operations of event monitoring, production support, ITSM incident, problem, change, service level reporting, and IT Service Management tools teams to ensure smooth and efficient service delivery.
• Develop and implement policies, procedures, and processes to improve IT operations, efficiency, and productivity.
• Ensure compliance with audit requirements, ISO standards, and general compliance/assurance activities.
• Manage resource utilization across projects to optimize performance and delivery.

People Management & Leadership

• Provide guidance, coaching, and support to ensure delivery teams meet SLA targets and organizational objectives.
• Develop and manage team KPIs and performance metrics.
• Lead training and development initiatives to promote high performance and continuous learning.
• Demonstrate leadership by example, fostering accountability, initiative, and customer service excellence.
• Influence without authority, collaborating effectively with internal clients, stakeholders, and cross-functional teams.

Relationship & Communication

• Maintain excellent communication skills in Cantonese, English, and Mandarin to engage with diverse stakeholders.
• Build strong working relationships through respect, integrity, open communication, teamwork, and negotiation.
• Manage vendor relationships to encourage positive behaviors, establish new engagements, and strengthen existing partnerships.
• Drive customer relationship management at all levels, ensuring satisfaction and alignment with business goals.

Decision-Making & Continuous Improvement

• Demonstrate strong judgment, accountability, and problem-solving in decision-making.
• Balance prudent risk-taking with market and industry awareness while maintaining customer focus.
• Drive and implement improvements and changes to enhance productivity and service quality.

Security & Compliance:

• Compliance to Lenovo security and policies

Documentation & Reporting:

• Approval and owner of SMC, ITSM documentation
• Reviewer of the Service Management documentation
• Prepare daily, weekly, monthly, and ad-hoc reports for management review.

3. People Leadership (Include Only for Senior / Lead Roles)

Advanced Skills:

• People management of a team of SMC and ITSM

Certifications: ITIL

Qualifications:

Years of Experience: > 5 year

Technical Stack: Experience in Service desk support (ticketing tool), SMC (monitoring tool), ITSM (ITIL process)

Language Competencies: Well-spoken in Cantonese and English

Industry Experience: Managed Services Operation Management

Certifications: ITIL

Preferred Qualifications:

Advanced Skills:

• Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.
• Experience in SMC monitoring tools (BMC AIOPS, Manage Enginer, Sitescope, etc) will be 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 strong team player.

Working Conditions:

Schedule: 9x6 on call standby

Travel: None

Physical Requirements: Work in the ODC office (Bangsar South)

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