IT Service Management (ITSM) Specialist / Manager (Listed company, ITIL cert)

Responsibilities

• Ensure full compliance across all core ITSM processes (Incident, Problem, and Change Management).

• Review, refine, and streamline existing ITSM procedures for continuous improvement.

• Maintain Configuration Management Database (CMDB) records, automating updates using discovery tools (e.g., BMC ADDM).
  

• Chair Change Advisory Board (CAB) meetings on business days to review and approve changes.

• Apply deep technical domain knowledge to accelerate incident resolution and enhance service delivery.

• Enforce organizational standards to maintain consistent, high-quality service.
  

• Manage and deliver assigned ITSM and IT Operations projects.

• Coordinate with internal departments (Applications, Infrastructure, Operations) and external vendors.
  

• Evaluate emerging technologies and make strategic recommendations on ITSM tool adoption and process automation (e.g., AIOps).

• Support internal and external audits (including ISO 27001).
  

• Analyze problems and compile statistical reports/dashboards for executive management meetings.

• Foster a positive team environment focused on achieving high customer satisfaction.
  

Requirements

• Higher Diploma in IT, Computer Science, or an equivalent discipline.

• With ITIL Certification holder is preferrable
  

• 10+ years of experience in ITSM processes and governance.

• At least 3 years in a supervisory-level role within the past decade.
  

• Strong knowledge of ITIL control and governance across Change, Problem, and Incident Management.

• Hands-on experience with auto-updating CMDB system management.

• Solid track record in managing IT operations and tracking problem/incident tickets.
  

• Proactive self-starter with strong ownership and a "can-do" attitude.

• Proven ability to work independently under pressure to meet tight deadlines and KPIs.

• Excellent team player with strong interpersonal skills.
  

• Fluency in written and spoken Cantonese and English.