Manager, IT Service Management

HKT; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

HKT is seeking an ITSM Manager to establish, manage, and continuously improve IT service management processes aligned with business needs and regulatory requirements.

You will oversee ITIL process areas, tooling (SMAX/ServiceNow), and governance while driving continuous improvement and audit readiness across BAU operations.

Qualifications

• Strong hands-on experience with ITSM / ITIL frameworks.
• Experience managing ITSM tools (SMAX, ServiceNow, or equivalent).
• Bachelor’s degree in IT, CS, or related discipline; ITIL certification preferred.

Responsibilities

• Manage ITSM (ITIL) framework and service lifecycle.
• Ensure processes align with governance and regulatory requirements.
• Drive adoption of ITSM tooling; design dashboards and reports.
• Maintain ITSM documentation to support audits.
• Collaborate with Platform/Infrastructure, Security, Audit and Compliance teams.

Skills

ITIL frameworks

Stakeholder communication

Leadership

IT governance

Education

Bachelor’s degree in IT/CS

ITIL certification

Tools

SMAX

ServiceNow

Job description

The IT Service Management (ITSM) Manager is responsible for establishing, managing, and continuously improving IT service management processes to deliver stable, compliant, and consistent BAU operations. The roles ensure that IT services are being delivered in alignment with business needs, regulatory requirements, and established process frameworks.

Key Responsibilities

1. Manage ITSM (ITIL) Framework

Support management to manage core ITIL Framework and ITSM service lifecycle :

Service Design

Service Transition

Service Operations

2. ITIL Process

Support management to manage core ITSM processes, including but not limited to :

Change Management

Demand Management

Configuration Management

Ensure all processes align with ITIL best practices and organizational governance standards.

Establish repeatable operational procedures and response mechanisms.

Support operational teams during policy or process implementation (e.g. transitional support during new enforcement).

3. Tooling & Platform Management

Manage the use of ITSM tools (e.g. SMAX) to support the related operation processes, including:

Workflow design

Role and permission models

Reporting and dashboards

Drive adoption and correct usage across technical and business teams.

Ensure tooling supports regulatory, audit, and operational requirements.

Ensure IT services comply with:

Internal governance policies

Regulatory and contractual obligations

Act as the primary interface for audits related to ITSM processes.

Proactively identify and mitigate operational risks (e.g. EOS items, unmanaged access, process gaps).

Maintain ITSM documentation and evidence to support audits.

Act as a bridge between:

Platform / Infrastructure teams

Application and product owners

Security, Audit, and Compliance teams

Clearly define roles and responsibilities (requester vs executor).

Drive alignment on operational standards and expectations across teams.

Monitor ITSM KPIs (e.g. SLA, change success rate, incident trends).

Identify process bottlenecks and improvement opportunities.

On-going continuous review of in-force processes for improvements

Required Skills & Experience

Technical & Professional

Strong hands‑on experience with ITSM / ITIL frameworks

Solid understanding of:

Change and access control models

BAU operations in regulated environments

IT governance and risk management

Experience managing ITSM tools (preferably SMAX, ServiceNow, or equivalent)

Leadership & Communication

Ability to communicate clearly with both technical and non‑technical stakeholders

Confident in enforcing governance while remaining pragmatic

Strong decision‑making and conflict‑resolution skills

Qualifications

Bachelor’s degree in IT, Computer Science, or related discipline (or equivalent experience)

ITIL certification (preferred)

Experience in financial services / regulated environments is a strong advantage

Opened mindset

Strong accountability and ownership

Ability to balance compliance with operational efficiency

Able to work with calm and structured approach under pressure

Role Success Indicators

Clear, consistently followed ITSM processes

Reduced audit findings related to access and change control

High adoption and appropriate use of ITSM tooling

Smooth BAU operations with high availability and service quality

Clear separation of requester, approver, and executor responsibilities

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator of fixed‑line, broadband, mobile communication and media entertainment services. HKT delivers end‑to‑end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator of fixed‑line, broadband, mobile communication and media entertainment services. HKT delivers end‑to‑end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.