Head of IT Service Management (multiple positions)

Company : Hays

Job Type : Full Time

Hong Kong

Job Description - Head of IT Service Management (multiple positions)

Your new company

Leading Hong Kong enterprise with a footprint in Hong Kong, China and APAC.

Your new role

Lead the strategy, standards, and lifecycle management for laptops, mobile devices, operating systems, collaboration tools, and workplace technologies.
Oversee deskside support, helpdesk operations, and regional support teams to deliver consistent, high-quality user experiences.
Provide high-touch technology support to senior executives and VIPs, ensuring smooth operations during meetings, events, and travel.
Own ITSM processes including Incident, Problem, Change, Knowledge, and Asset Management.
Chair Change Advisory Board (CAB), assess change risks, and enforce adherence to ITIL standards.
Maintain service catalog, KPIs, SLAs/OLAs, reporting dashboards, and CMDB accuracy (e.g., ServiceNow).
Lead cross-region teams, promoting a high-performance culture and operational excellence.
Drive continuous improvement of service delivery, knowledge management, and support documentation.
Manage enterprise agreements and licenses for Microsoft 365, Intune, Windows, macOS, AD/Azure AD, and other EUC platforms.
Prepare annual budgets and oversee operational expenditures.

What you'll need to succeed

Bachelor's degree in IT, Computer Science, or related disciplines.
Cantonese speaking is a must. Proficient in English and Mandarin.
Expernience in IT service management / end-user technology experience, with at least 5 years in a leadership role within an MNC.
ITIL certification required; advanced ITIL levels preferred.
Strong expertise in Microsoft workplace technologies: Windows, macOS, M365, Teams, Exchange, Active Directory, Azure AD, Intune, SCCM.
Experience managing large-scale deployments, endpoint security, patching, MDM, and workplace infrastructure.
Hands-on knowledge of ITSM platforms (e.g., ServiceNow) and asset/CMDB management.
Strong leadership, communication, and stakeholder management abilities.
Mature, organised, customer-focused, and able to operate under pressure.

What you need to do now

If you're interested in this role, click 'apply now' or call Jacky Chow @ 9087 5380. Alternatively, you can also share your updated CV with [email protected].

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Head of IT Service Management (multiple positions)

Job Description - Head of IT Service Management (multiple positions)

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