IT Service Management Lead: Process, Tooling & Compliance

PCCW; Hong Kong; On-site; HKD 700,000 - 1,100,000; Full time

Job summary

PCCW is looking for an ITSM Manager to establish and continuously improve IT service management processes, ensuring BAU operations are stable, compliant, and aligned with business needs and regulatory requirements.

You will lead ITIL process areas, oversee tooling like SMAX/ServiceNow, and drive governance, audits, and KPIs while coordinating with Platform, Security, and Compliance teams to strengthen service delivery.

Qualifications

• Bachelor’s degree in IT/CS or related field; ITIL certification preferred.
• Experience with ITSM/ITIL processes and regulated environments is expected.
• Ability to manage audits and ensure regulatory compliance.

Responsibilities

• Establish, manage and continuously improve ITSM processes across Design, Transition, and Operations.
• Lead ITIL process areas and ensure alignment with governance standards.
• Manage tooling (SMAX/ServiceNow) including workflows, roles, and dashboards.
• Drive KPI monitoring (SLA, incident trends) and process improvements.
• Act as liaison among Platform/Infrastructure, Applications and Security teams.

Skills

ITIL / ITSM frameworks

Stakeholder communication

Risk management

Audit readiness

Leadership

Process improvement

Education

Bachelor's degree in IT/CS

ITIL certification (preferred)

Tools

SMAX

ServiceNow

Job description

PCCW is looking for an ITSM Manager to establish and continuously improve IT service management processes, ensuring BAU operations are stable, compliant, and aligned with business needs and regulatory requirements.

You will lead ITIL process areas, oversee tooling like SMAX/ServiceNow, and drive governance, audits, and KPIs while coordinating with Platform, Security, and Compliance teams to strengthen service delivery.