IT Service Manager

À propos du poste
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.

Principales responsabilités
• 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

Leadership
• 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

Conditions requises
Essentiel
• 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)