ITSM Leader: Drive ITIL Processes & Service Excellence

CL Technical Services Ltd.; Hong Kong; On-site; HKD 450,000 - 600,000; Full time

Job summary

CL Technical Services Ltd. in Hong Kong seeks an ITSM Governance Specialist to manage and improve IT service management processes based on ITIL, overseeing Incident, Change, Problem, Demand, and Configuration Management.

You will administer ITSM tools (SMAX, ServiceNow), ensure compliance with policies and audit standards, support audits, and collaborate with Infrastructure, Application, Security, Risk, and Compliance teams to drive continuous service improvements and risk mitigation.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related disciplines.
• Minimum 5 years of experience in IT Service Management, IT Operations, or IT Governance.
• Strong knowledge of ITIL framework and ITSM processes.
• Hands-on experience with ITSM tools such as SMAX, ServiceNow, or equivalent.
• Experience in audit, risk management, compliance, or regulated environments is preferred.
• ITIL certification is an advantage.
• Strong communication and stakeholder management skills.
• Ability to work effectively with both technical and non-technical teams.
• Strong analytical, problem-solving, and organizational skills.

Responsibilities

• Manage and improve ITSM processes based on ITIL.
• Oversee key ITSM processes including Incident Management, Change Management, Problem Management, Demand Management, and Configuration Management.
• Administer and maintain ITSM tools such as SMAX, ServiceNow, or similar platforms.
• Ensure IT services comply with internal policies, regulatory requirements, and audit standards.
• Support audit activities and maintain relevant ITSM documentation and records.
• Work closely with Infrastructure, Application, Security, Risk, and Compliance teams.
• Monitor service performance, KPIs, and SLAs, and drive continuous service improvement initiatives.
• Identify operational risks and recommend process enhancements.
• Promote ITSM governance standards and best practices across the organization.

Skills

Incident Management

Change Management

Problem Management

ITIL Framework

Stakeholder Management

Audit & Compliance

IT Operations

Risk Management

Education

Bachelor's degree in Information Technology

Tools

SMAX

ServiceNow

Job description

CL Technical Services Ltd. in Hong Kong seeks an ITSM Governance Specialist to manage and improve IT service management processes based on ITIL, overseeing Incident, Change, Problem, Demand, and Configuration Management.

You will administer ITSM tools (SMAX, ServiceNow), ensure compliance with policies and audit standards, support audits, and collaborate with Infrastructure, Application, Security, Risk, and Compliance teams to drive continuous service improvements and risk mitigation.