Associate Director, Service Management (HK Based)

Sands China; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Sands China is seeking an experienced IT Service Management leader to govern IT services across the organization from Hong Kong. You will drive governance, performance and continual improvement, ensuring service stability, risk management and a customer-centric service experience while guiding strategic initiatives.

You will lead ITSM processes, define KPIs/SLAs, manage major incidents and collaborate with stakeholders to deliver reliable IT services and continuous service transformation in a

Qualifications

• Bachelor’s degree or above in IT or related disciplines.
• Minimum 10 years of IT work experience, with at least 7 years of which focused on Service Management.
• Possess ITIL or other ITSM certifications.
• Strong knowledge of ITIL-based Service Management practices, including Incident, Problem, Change, Major Incident, Service Request and Service Level Management.
• Proven ability to establish service governance frameworks, define KPIs and SLAs, analyze service performance and drive operational excellence.
• Strong knowledge of ITSM frameworks and best practices.
• Good understanding of enterprise IT infrastructure and operations.
• Hands‑on knowledge of ITSM and monitoring platforms.
• Strong leadership, communication and influencing skills with the ability to engage senior business and technology stakeholders and lead cross‑functional teams.
• Demonstrated ability to drive service transformation, process improvement, automation and customer‑centric initiatives aligned with business objectives.
• Fluent English and Cantonese, preferably with good Mandarin.
• You will be based in Hong Kong for this role with business travel when required

Responsibilities

• Lead the governance and continual enhancement of ITSM processes, including Incident, Problem, Change, Service Request, ensuring alignment with business objectives, policies and industry best practices
• Establish and oversee service performance metrics, service level agreements (SLAs) and operational KPIs to ensure reliable, efficient and high-quality IT service delivery across the enterprise
• Provide executive oversight of major incidents, problem management and change governance to minimize service disruptions, strengthen operational resilience and reduce business risk
• Partner with business stakeholders to understand service needs, drive service improvement and enhance customer satisfaction through regular service reviews, service reporting and proactive engagement
• Develop the Service Management roadmap, drive process automation and service optimization initiatives, and lead teams in fostering a culture of service excellence, accountability and continuous improvement

Job description

Responsible for governance, performance and continual improvement of IT services across the organization. Ensure service stability, operational excellence, effective risk management and a customer-centric service experience while driving strategic service management initiatives.

What You Will Do

• Lead the governance and continual enhancement of ITSM processes, including Incident, Problem, Change, Service Request, ensuring alignment with business objectives, policies and industry best practices
• Establish and oversee service performance metrics, service level agreements (SLAs) and operational KPIs to ensure reliable, efficient and high-quality IT service delivery across the enterprise
• Provide executive oversight of major incidents, problem management and change governance to minimize service disruptions, strengthen operational resilience and reduce business risk
• Partner with business stakeholders to understand service needs, drive service improvement and enhance customer satisfaction through regular service reviews, service reporting and proactive engagement
• Develop the Service Management roadmap, drive process automation and service optimization initiatives, and lead teams in fostering a culture of service excellence, accountability and continuous improvement

What We Expect From You

• Bachelor’s degree or above in IT or related disciplines
• Minimum 10 years of IT work experience, with at least 7 years of which focused on Service Management
• Possess ITIL or other ITSM certifications
• Strong knowledge of ITIL-based Service Management practices, including Incident, Problem, Change, Major Incident, Service Request and Service Level Management
• Proven ability to establish service governance frameworks, define KPIs and SLAs, analyze service performance and drive operational excellence
• Strong knowledge of ITSM frameworks and best practices
• Good understanding of enterprise IT infrastructure and operations
• Hands‑on knowledge of ITSM and monitoring platforms
• Strong leadership, communication and influencing skills with the ability to engage senior business and technology stakeholders and lead cross‑functional teams
• Demonstrated ability to drive service transformation, process improvement, automation and customer‑centric initiatives aligned with business objectives
• Fluent English and Cantonese, preferably with good Mandarin
• You will be based in Hong Kong for this role with business travel when required