• Ensure full compliance across all core ITSM processes (Incident, Problem, and Change Management).
• Review, refine, and streamline existing ITSM procedures for continuous improvement.
• Maintain Configuration Management Database (CMDB) records, automating updates using discovery tools (e.g., BMC ADDM).
• Chair Change Advisory Board (CAB) meetings on business days to review and approve changes.
• Apply deep technical domain knowledge to accelerate incident resolution and enhance service delivery.
• Enforce organizational standards to maintain consistent, high-quality service.
• Manage and deliver assigned ITSM and IT Operations projects.
• Coordinate with internal departments (Applications, Infrastructure, Operations) and external vendors.
• Evaluate emerging technologies and make strategic recommendations on ITSM tool adoption and process automation (e.g., AIOps).
• Support internal and external audits (including ISO 27001).
• Analyze problems and compile statistical reports/dashboards for executive management meetings.
• Foster a positive team environment focused on achieving high customer satisfaction.

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• Higher Diploma in IT, Computer Science, or an equivalent discipline.
• With ITIL Certification holder is preferrable
• 10+ years of experience in ITSM processes and governance.
• At least 3 years in a supervisory-level role within the past decade.
• Strong knowledge of ITIL control and governance across Change, Problem, and Incident Management.
• Hands-on experience with auto-updating CMDB system management.
• Solid track record in managing IT operations and tracking problem/incident tickets.
• Proactive self-starter with strong ownership and a "can-do" attitude.
• Proven ability to work independently under pressure to meet tight deadlines and KPIs.
• Excellent team player with strong interpersonal skills.
• Fluency in written and spoken Cantonese and English.

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