24/7 IT Service Delivery Lead

AXA; Hong Kong; Presencial; HKD 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

AXA Hong Kong and Macau is seeking an experienced IT Service Management lead to drive incident, problem, change and continuous improvement programs across the organisation. You will coordinate between technical teams and business stakeholders, ensure timely updates, and maintain governance over service delivery during major incidents.

With 10+ years in ITIL-based environments, you will mentor teams, support audits and risk assessments, and push CSI initiatives to reduce incidents and improve

Formación

• Minimum 10 years’ experience in ITIL-based environments and ITSM governance.
• Experience in IT Service Management including incident, problem, and change management, plus CSI drive.
• Knowledge of IT infrastructure and application technologies.

Responsabilidades

• Act as the primary escalation point for incidents and service requests, ensuring timely resolution.
• Ensure all incident and problem tickets are logged, categorized, prioritized, and resolved within SLAs.
• Provide 7x24 standby support to address critical incidents and urgent service requests.
• Act as service delivery manager between technical teams and business stakeholders, with timely updates.

Conocimientos

ITIL competency

Incident management

Stakeholder management

Leadership

Problem solving

Descripción del empleo

AXA Hong Kong and Macau is seeking an experienced IT Service Management lead to drive incident, problem, change and continuous improvement programs across the organisation. You will coordinate between technical teams and business stakeholders, ensure timely updates, and maintain governance over service delivery during major incidents.

With 10+ years in ITIL-based environments, you will mentor teams, support audits and risk assessments, and push CSI initiatives to reduce incidents and improve