Manager / Senior Manager (IT Service)

Tenth Revolution Group; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Tenth Revolution Group is seeking an experienced IT Service Manager / Senior Manager to own IT service delivery and end‑user support in a busy regional operation. You will lead L1/L2 support, drive incident resolution and ITIL‑based processes, and act as the main interface between IT teams, users and service providers.

In this hands‑on leadership role, you will develop SLAs and dashboards, coordinate across infrastructure and applications, and push automation and efficiency improvements while

Qualifications

• 5–8+ years in IT Service Management, Operations or End-User Support.
• At least 3 years leading IT support or service delivery teams.
• Hands-on Incident Management and escalation processes.
• Knowledge of ITIL frameworks and ITSM best practices.
• Experience with large enterprise L1/L2 support operations.

Responsibilities

• Lead ITSM function per ITIL principles and industry best practices.
• Own Incident Management; prioritise, escalate and resolve disruptions.
• Manage end-to-end Service Request lifecycle.
• Lead L1/L2 IT support teams; monitor workload and delivery.
• Act as senior escalation point for major incidents.
• Ensure triage, troubleshooting and classification before escalation.
• Coordinate with infrastructure and apps to resolve complex incidents.
• Define and monitor SLAs, KPIs, and service metrics.
• Develop dashboards and regular service reports for visibility.
• Communicate with users and stakeholders during disruptions.
• Manage IT procurement and vendor performance.
• Identify automation opportunities and process improvements.
• Coach teams and promote a customer-service culture.

Skills

ITSM

Incident Management

Major Incident Mgmt

Service Request Mgmt

ITIL

L1/L2 Support

Vendor Management

Stakeholder Management

Languages: EN/ Cantonese/ Mandarin

Education

Relevant IT leadership experience

Tools

ServiceNow

Jira Service Management

Power BI

Excel

Job description

Our client is a well-established international organisation with a sizeable technology operation across the region. As part of its continued investment in IT service quality and operational excellence, they are looking for an experienced IT Service Manager / Senior Manager to take ownership of IT service delivery and end-user support operations.

This is a hands-on leadership position responsible for managing L1 and L2 support functions while acting as a key interface between IT teams, business users and external service providers.

The successful candidate will play a critical role in ensuring service stability, driving incident resolution, improving ITSM processes and enhancing the overall user experience within a business-critical and fast-paced operational environment.

Candidates with extensive leadership and IT Service Management experience may be considered at Senior Manager level.

Key Responsibilities

• Lead and continuously improve the overall IT Service Management (ITSM) function in accordance with ITIL principles and industry best practices.
• Take ownership of Incident Management, ensuring service disruptions are effectively prioritised, escalated and resolved within agreed timelines.
• Manage the end-to-end Service Request lifecycle, ensuring requests are properly logged, assigned, monitored and completed.
• Lead and manage Level 1 and Level 2 IT support teams, ensuring effective workload allocation, escalation and service delivery.
• Act as a senior escalation point for major incidents and business-critical technology issues.
• Ensure appropriate initial triage, troubleshooting and ticket classification before escalation to specialist technical teams.
• Coordinate closely with infrastructure, application and other technology teams to resolve complex incidents.
• Define, monitor and continuously improve SLAs, KPIs and service performance metrics.
• Develop management dashboards and regular service reports to provide visibility into incident trends, service performance and areas for improvement.
• Maintain clear and timely communication with business users and senior stakeholders during service disruptions and major incidents.
• Manage IT procurement and technology vendors, including vendor evaluation, purchasing, contract management and service performance.
• Identify opportunities for automation, process optimisation and service improvement to increase operational efficiency.
• Coach and develop team members through regular feedback, training and performance management.Promote a strong customer-service culture across the IT support function.

Requirements

• Approximately 5-8+ years of relevant experience in IT Service Management, IT Operations, Service Delivery or End-User Support.
• At least 3 years of experience leading IT support or service delivery teams.
• Strong hands‑on understanding of Incident Management, Major Incident Management, Service Request Management and escalation processes.
• Good practical understanding of ITIL frameworks and ITSM best practices.
• Experience managing L1/L2 support operations within a sizeable or complex enterprise environment.
• Experience using ITSM platforms such as ServiceNow, Jira Service Management or similar tools.
• Strong experience in SLA/KPI management, service reporting and performance monitoring.
• Familiarity with Power BI, Excel or other reporting/dashboard tools would be advantageous.
• Experience in IT procurement, vendor management and contract coordination.
• Previous exposure to a 24/7, high-availability or business-critical operational environment would be highly advantageous.
• Experience within logistics, transportation, supply chain or other operationally intensive industries would be an advantage, but is not essential.
• Excellent stakeholder management skills with the ability to communicate technical issues clearly to non‑technical audiences.
• Strong analytical, problem‑solving and decision‑making capabilities.
• Fluent Cantonese, Mandarin and English.

The Ideal Candidate:

We are looking for someone who combines strong IT service management knowledge with hands‑on operational leadership.

You should be comfortable leading teams during critical incidents, communicating with senior business stakeholders, challenging existing processes and driving improvements across people, processes and technology.