Senior ITSM Lead — Global Data Center Support

DayOne Data Centers HK Limited; Hong Kong; On-site; HKD 300,000 - 520,000; Full time

Job summary

DayOne, a leading data center operator in Hong Kong, seeks an experienced ITSM Lead to own end-to-end ITSM operations across Incident, Service Request, Problem, and Change Management in Hong Kong.

You will ensure SLA/OLA adherence, act as escalation point for major incidents, govern ITSM practices, and drive improvement and automation with ServiceNow/Jira Service Management, Microsoft 365, and core infrastructure. Lead regional teams and mentor juniors.

Qualifications

• 5+ years in ITSM roles with senior/lead capacity.
• Strong ITIL knowledge and governance oversight.
• Experience with ITSM tools: ServiceNow, Jira Service Management.

Responsibilities

• Own end-to-end ITSM operations (Incident, Service Request, Problem, Change).
• Ensure SLA/OLA adherence and act as escalation point for critical incidents.
• Govern ITSM practices and SOPs (SOX, ISO 27001) and audit readiness.
• Provide Level 2/3 support across Microsoft 365, endpoints, and core infra.
• Drive service improvement and automation to reduce tickets and resolution times.
• Manage vendors and stakeholder relationships to ensure timely issue resolution.

Skills

ITSM leadership

ITIL knowledge

Stakeholder management

Incident management

Tools

ServiceNow

Jira Service Management

Microsoft 365

Job description

DayOne, a leading data center operator in Hong Kong, seeks an experienced ITSM Lead to own end-to-end ITSM operations across Incident, Service Request, Problem, and Change Management in Hong Kong.

You will ensure SLA/OLA adherence, act as escalation point for major incidents, govern ITSM practices, and drive improvement and automation with ServiceNow/Jira Service Management, Microsoft 365, and core infrastructure. Lead regional teams and mentor juniors.