IT Operations Team Lead - Toptier MNC

Ignite Recruitment Hong Kong Limited; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Ignite Recruitment Hong Kong Limited is seeking an IT Operations Team Lead in Hong Kong to helm global service delivery and drive automation. You will partner with senior management and bridge technical and business functions to ensure high-availability services across 20 offices.

The role requires hands-on experience in incident/problem/change with CAB leadership, plus strong skills in Power Automate, n8n and Grafana. English fluency is essential for global collaboration.

Qualifications

• 3+ years managing enterprise IT Operations with measurable improvements.
• Strong hands-on in Incident, Problem, and Change management including CAB execution.
• Automation and monitoring skills with live dashboards.
• Leadership to develop onshore/offshore teams and drive cross-functional adoption.
• Fluent English, excellent stakeholder management under pressure.
• ITIL Foundation or higher certifications are preferred.
• Hands-on M365 administration and endpoint management basics.
• Solid IT security, IAM, and compliance grounding.

Responsibilities

• Own end-to-end service delivery for a global operation supporting 20 international offices.
• Lead incident, problem, and change processes; chair CAB to ensure SLA adherence.
• Mentor and coach a diverse onshore/offshore support team with clear progression plans.
• Deploy automation workflows and live dashboards to reduce toil and improve visibility.
• Design and roll out M365 adoption programs and self-service knowledge bases.
• Govern external providers through performance and SLA reviews to optimize value.

Skills

IT Operations

Team Leadership

Incident Problem Change

CAB

Automation

Power Automate

n8n

Grafana

M365 Administration

IAM Security

ITIL Foundation

Stakeholder Management

English Fluency

Education

ITIL Certification

Tools

Power Automate

n8n

Grafana

Exchange

Teams

SharePoint

Intune

Desktop Central

Job description

Top tier MNC with a long established track record currently looking for an IT Operations Team Lead (in house) to join the Hong Kong office and work closely with Senior Management globally.

Role Overview

As the IT Operations Team Lead, you will spearhead day-to-day service delivery for a fast-paced global operation supporting 20 international offices. You will bridge technical teams and business functions, enforcing robust ITIL frameworks, driving process automation, and fostering a "Customer First" culture to ensure resilient, high-availability IT services.

Key Responsibilities

• Service Excellence & Governance: Own end-to-end incident, problem, and change management workflows; chair the Change Approval Board (CAB) to mitigate risk and guarantee SLA compliance.
• Operational Intelligence: Lead post-incident reviews (PIRs) to eliminate recurring issues; deliver actionable, data-driven performance reports to senior leadership.
• Team Leadership & Coaching: Mentor a diverse onshore and offshore support team through structured 1:1s, training programs, and clear succession planning.
• Automation & Observability: Eliminate operational toil by deploying automated workflows (e.g., Power Automate, n8n) and building live service health dashboards in Grafana.
• User Empowerment: Design and deliver Microsoft 365 adoption plans and self-service knowledge bases to reduce overall ticket volume and smooth tech transitions.
• Vendor & Asset Management: Govern external service providers through regular performance/SLA reviews to optimize costs and secure maximum value.

Qualifications & Experience

• Experience: 3+ years managing/supervising an enterprise IT Operations team with a track record of driving measurable service improvements.
• Process Mastery: Strong hands-on expertise in Incident, Problem, and Change Management, including running a CAB.
• Technical Skills: Proven ability to build automation workflows (Power Automate/n8n) and live monitoring dashboards (Grafana).
• Leadership: Demonstrated success in developing team capabilities and driving cross-functional tool/process adoption.
• Soft Skills: Fluent in English, exceptional stakeholder management, and a calm, decisive approach under high-pressure scenarios.
• ITIL Foundation or higher certifications.
• Hands-on M365 Administration (Exchange, Teams, SharePoint) and Endpoint Management (Intune/Desktop Central).
• Solid grounding in IT security, identity management (IAM), and compliance practices.

Central, Central and Western District, HK