Service Operations Lead

AXA Hong Kong and Macau; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

AXA Hong Kong and Macau is seeking an experienced IT Service Management Lead to drive incident and service request resolution across our global insurance platform in Hong Kong. You will act as the primary escalation contact, manage ticket lifecycles, and ensure timely customer updates throughout incidents, while coordinating with cross-functional teams.

The role requires 10+ years in ITSM, strong ITIL knowledge, leadership skills, and the ability to handle complex escalations.

Qualifications

• Minimum 10 years' experience in IT service management environments.
• Experience in incident and problem management.
• Knowledge of IT infrastructure and applications.
• Experience handling complex escalations.
• Strong leadership and team management skills.
• Certification in ITIL v3 or above is preferred.

Responsibilities

• Act as the primary escalation point for incidents and service requests, ensuring timely resolution.
• Log, categorize, prioritize, and manage tickets to resolution within SLAs.
• Provide clear business and customer updates throughout incident lifecycles.
• Communicate effectively across email, calls, chat, and dashboards during major incidents.
• Provide 7x24 standby support and readiness during off-hours.
• Coordinate with technical teams and business stakeholders for service delivery improvements.
• Monitor service delivery, audits, and compliance; support CSI initiatives.
• Lead Change Advisory Board activities and ensure smooth handover to BAU.

Skills

ITIL knowledge

IT Service Management

Stakeholder management

Leadership

Incident & Change management

Troubleshooting

Education

ITIL certification

Job description

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).

Responsibilities

• Act as the primary escalation point for incidents and service requests, ensuring timely resolution and escalation when necessary.
• Ensure all incident and problem tickets are accurately logged, categorized, prioritized, and managed to resolution within agreed SLAs.
• Ensure Business and Customer updates are timely, clear, and of sufficient quality throughout the incident lifecycle.
• Facilitate effective communication across all modes (email, calls, chat, dashboards) during the Major Incident lifecycle.

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).

Incident & Service Request Management

• Act as the primary escalation point for incidents and service requests, ensuring timely resolution and escalation when necessary.
• Ensure all incident and problem tickets are accurately logged, categorized, prioritized, and managed to resolution within agreed SLAs.
• Ensure Business and Customer updates are timely, clear, and of sufficient quality throughout the incident lifecycle.
• Facilitate effective communication across all modes (email, calls, chat, dashboards) during the Major Incident lifecycle.

Support & Availability

• Provide 7x24 standby support to address critical incidents and urgent service requests, ensuring minimal service disruption.
• Maintain adequate coverage and readiness for support during off‑hours, including weekends and holidays if applicable.

Stakeholder & Relationship Management

• Act as a service delivery manager between technical teams and business stakeholders for all IT topics, translating and consolidating technical information for target audiences, along with timely updates to manage expectations.
• Build and nurture strong relationships with internal customers, technical teams, and business partners.
• Drive global coordination and interaction with stakeholders to ensure alignment and transparency.
• Support business units in adopting new technologies, systems, or product changes through effective communication and training.

Service Monitoring & Compliance

• Monitor, control, and support service delivery, ensuring adherence to established system methodologies, processes, and compliance standards.
• Support internal and external IT audits, security, and risk assessment activities.
• Regularly review service performance metrics and implement corrective actions as needed.

Change & Release Management

• Participate actively in Change Advisory Board (CAB) meetings, reviewing and analyzing planned changes to assess potential business impact.
• Support the implementation of changes, ensuring minimal disruption and a smooth transition from project to BAU.

Continuous Improvement & Service Transition

• Lead the Continuous Service Improvement Plan (CSIP), reviewing operational processes regularly to identify areas for enhancement and reduce incidents.
• Drive initiatives aimed at improving service quality, efficiency, and customer satisfaction.
• Lead Service Transition activities, ensuring proper handover, documentation, and knowledge transfer from project teams to operational teams.

Risk & Issue Management

• Proactively identify potential risks and issues related to service delivery and develop mitigation plans.
• Ensure lessons learned are documented and incorporated into future processes.

Reporting & Documentation

• Prepare and present regular reports on incident trends, SLA performance, and improvement initiatives to stakeholders.
• Maintain comprehensive documentation of processes, procedures, and service levels.

Technical Knowledge & Training

• Keep abreast of the latest industry best practices, tools, and technologies relevant to IT service management.
• Facilitate training and knowledge sharing within the team and with stakeholders to promote best practices.

Qualifications

• Minimum 10 years' experience working in an environment based on best practice of ITIL frameworks and governance.
• Experience in IT Service Management, including IT Incident, Problem, and Change Management, as well as driving Continuous Service Improvement (CSI).
• Knowledge of IT infrastructure and application technologies.
• Experience in handling complex situations and escalations.
• Proven ability to work with a diverse set of stakeholders.
• Certification in IT Infrastructure Library (ITIL) v3 or above is preferred.
• Strong leadership and team management skills to mobilize technical resources for incident resolution.
• Technical knowledge and troubleshooting skills of IT infrastructure and applications.