IT Service Management (ITSM) Manager

KOS International Limited; Hong Kong; On-site; HKD 520,000 - 760,000; Full time

Job summary

KOS International Limited is seeking an experienced IT Service Management (ITSM) Manager to lead and enhance IT service management practices across the organisation. This role is responsible for establishing, governing and continuously improving ITSM processes to ensure stable, compliant and efficient business-as-usual operations.

The successful candidate will work closely with technical teams, business stakeholders and governance functions to drive service excellence and operational

Qualifications

• Bachelor's degree in Information Technology or a related discipline.
• Hands-on experience managing ITSM and ITIL in enterprise environments.
• Experience with ITSM platforms such as SMAX and ServiceNow.
• Solid understanding of governance, change, risk, and operational controls.
• Strong stakeholder management and communication skills in regulated environments.

Responsibilities

• Manage and enhance ITSM frameworks and service lifecycle processes across the organization.
• Oversee ITIL processes including Incident, Change, Problem, and Configuration Management.
• Administer ITSM platforms with workflow design, access controls, reporting and dashboards.
• Ensure governance, regulatory and audit compliance while mitigating operational risks.
• Collaborate with infrastructure, application, security and business teams to drive improvements.

Skills

ITSM frameworks

ITIL

Stakeholder management

Communication

Problem-solving

Education

Bachelor's degree in Information Technology or related

Tools

SMAX

ServiceNow

Job description

• Lead ITIL and IT Service Management process governance across enterprise environments
• Drive compliance, audit readiness and operational excellence through ITSM best practices
• Manage ITSM platforms, stakeholder engagement and continuous service improvements

Overview

Our client is seeking an experienced IT Service Management (ITSM) Manager to lead and enhance IT service management practices across the organisation. This role is responsible for establishing, governing and continuously improving ITSM processes to ensure stable, compliant and efficient business-as-usual operations. The successful candidate will work closely with technical teams, business stakeholders and governance functions to drive service excellence and operational effectiveness.

Key Highlights

• Lead ITIL and IT Service Management process governance across enterprise environments
• Drive compliance, audit readiness and operational excellence through ITSM best practices
• Manage ITSM platforms, stakeholder engagement and continuous service improvements

Overview

Our client is seeking an experienced IT Service Management (ITSM) Manager to lead and enhance IT service management practices across the organisation. This role is responsible for establishing, governing and continuously improving ITSM processes to ensure stable, compliant and efficient business-as-usual operations. The successful candidate will work closely with technical teams, business stakeholders and governance functions to drive service excellence and operational effectiveness.

Key Responsibilities

• Manage and enhance ITSM frameworks and service lifecycle processes, including Service Strategy, Service Design, Service Transition, Service Operations and Continuous Service Improvement.
• Oversee key ITIL processes such as Incident Management, Change Management, Problem Management, Demand Management and Configuration Management.
• Administer and optimise ITSM platforms, including workflow design, user access controls, reporting and dashboard management.
• Ensure compliance with governance, regulatory and audit requirements while proactively identifying and mitigating operational risks.
• Collaborate with infrastructure, application, security and business teams to drive service improvements and operational alignment.

Requirements

• Bachelor's degree in Information Technology, Computer Science or a related discipline.
• Strong hands-on experience managing ITSM and ITIL frameworks within enterprise environments.
• Experience with ITSM platforms such as SMAX, ServiceNow or equivalent service management tools.
• Solid understanding of IT governance, change management, risk management and operational controls.
• Strong stakeholder management, communication and problem-solving skills, with experience in regulated industries being advantageous.