IT Service Manager

Über die Stelle
We are seeking an experienced IT Service Senior Manager/Manager to lead our regional IT support operations. You will manage the 1st Line and 2nd Line Support teams and serve as the key bridge between end-users and IT
This is a hands-on leadership role in a 24/7 logistics environment where system uptime directly affects business and customer deliveries.
You will own Incident Management, Service Request Fulfilment, user communication, IT procurement, and end-to-end monitoring & reporting.
Note: Candidates with strong relevant experience will be considered for the Senior Manager level. Candidates with solid experience but slightly less leadership tenure will be considered for the Manager level.

Zuständigkeiten
• Lead the end-to-end IT Service Management process, applying ITIL best practices to ensure high service quality and continuous improvement
• Own Incident Management – drive swift resolution of issues to minimize disruption to business
• Oversee the full lifecycle of Service Requests, from logging through to satisfactory closure
• Maintain clear, timely, and professional communication with users and business stakeholders at all times
• Manage IT procurement activities, including vendor selection, purchasing, and contract oversight
• Maintain and improve the end-to-end monitoring and reporting – produce regular performance dashboards and SLA reports for management

Leiterschaft
• Ensure the team delivers fast initial triage, basic troubleshooting, and accurate ticket logging
• Guide effective escalation to second-line or third-line support when required
• Direct advanced diagnostics, system configuration, and in-depth troubleshooting
• Ensure incidents are correctly distinguished from change requests and routed appropriately
• Set clear priorities for both incidents and service requests
• Coordinate with third-line teams to resolve complex or escalated issues efficiently
Additional Responsibilities
• Serve as the escalation point for major incidents and critical business impact situations
• Define, track, and improve service level agreements (SLAs) and key performance indicators
• Develop the team through training, coaching, and regular performance reviews
• Collaborate closely with application, infrastructure, and external vendor teams
• Promote automation and process improvements to increase efficiency and service reliability

Anforderungen
Wesentlich
• Minimum 5-8 years’ experience in IT Service Management, including at least 3 years leading support teams
• Solid practical knowledge of Incident Management and Service Request processes
• Background or understanding of logistics/supply-chain systems is highly advantageous
• Excellent communication skills – able to translate technical matters into clear business language
• Hands-on experience with IT procurement and vendor management
• Proficient in using ITSM tools such as ServiceNow, Jira Service Desk, or similar platforms
• Strong analytical and reporting skills (Power BI, Excel, dashboards)

Preferred
• Previous experience in logistics, freight transportation, or 24/7 operational environment
• Familiarity with regional procurement processes

Personal Attributes
• Natural leadership and coaching ability
• Calm and decisive under pressure
• Strong customer focus and proactive problem-solving mindset
• Fluent Mandarin, Cantonese and English (written and spoken)