IT Operations Team Lead: Automation & Service Excellence

Fleet Management Limited; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Fleet Management Limited, headquartered in Hong Kong, seeks an IT Operations Team Lead to run a high-tempo IT operations function across 600+ vessels and 20 offices. You will own service outcomes end to end, drive automation, enforce KPIs, and mentor a cross-functional team including onshore and vessel operations.

You will partner with product, engineering, and vendors to optimize Microsoft 365 usage, dashboards, and incident response, while maintaining a strong customer-first mindset and

Qualifications

• 3+ years leading/supervising an IT Operations team with measurable service improvements, enforcing operational processes and KPIs
• A strong track record in Incident, Problem, and Change Management—including running a Change Approval Board
• People development - builds capability and succession through structured coaching (such as 1:1s, feedback), training plans, and personal growth milestone
• Proven automation leader - designs and deploys workflows (Power Automate or n8n), builds operational dashboards (ideally Grafana), and leverages monitoring/analytics for proactive, data-driven operations
• Excellent communication skills in written and spoken English; calm and clear under pressure
• Customer First mindset with a bias for continuous improvement and data-driven decisions
• Drives cross-team change (IT Ops, Engineering/Dev, Security, and business functions), accelerating tool/process adoption and measurable behaviour change across the organisation
• Vendor engagement – demonstrated through regular monthly/quarterly reviews to assess performance, SLAs and able to drive cost optimisation to ensure there is value-for-money

Responsibilities

• Own day-to-day IT operations delivery, safeguarding SLAs across incidents, problems, and changes with a customer-first mindset
• Enforce department processes and KPIs; continuously refine workflows for speed, quality, security, and cost-effectiveness
• Chair the Change Approval Board (CAB) within the service process; assess risk, approve changes, and ensure quality implementation with clear communication and rollback plans
• Produce and present actionable reports on team performance and operational efficiency; turn insights into improvements and risk mitigations
• Lead post-incident reviews for major incidents, drive remediation, prevention, and measurable learning outcomes
• Integrate vendor and asset lifecycle inputs into service processes to ensure availability, compliance, and cost control

Tools

Grafana

Power Automate

Job description

Fleet Management Limited, headquartered in Hong Kong, seeks an IT Operations Team Lead to run a high-tempo IT operations function across 600+ vessels and 20 offices. You will own service outcomes end to end, drive automation, enforce KPIs, and mentor a cross-functional team including onshore and vessel operations.

You will partner with product, engineering, and vendors to optimize Microsoft 365 usage, dashboards, and incident response, while maintaining a strong customer-first mindset and