Information Technology Service Manager

Why This Role Matters:
At AS Watson, technology services play a critical role in enabling business performance and putting a smile on customers’ faces. As our Information Technology Service Manager, you will ensure enterprise IT services remain reliable, resilient, and business-focused. Acting as a key bridge between business teams, technology partners, and service providers, you will drive operational excellence, strengthen service continuity, and lead the adoption of AI-powered operations, automation, and data-driven improvements that enhance user experience and support our O+O (Offline + Online) business model.

What You'll Be Doing:

• Lead end-to-end IT service performance, availability, and continuous improvement.Drive service governance, SLA/KPI achievement, and service health reporting.
• Lead major incident management, stakeholder communication, and service recovery.
• Champion problem, risk, and change management to strengthen operational resilience.
• AI, AIOps, predictive analytics, and intelligent monitoring to proactively prevent service disruptions.
• Drive automation, self-healing capabilities, and operational efficiency initiatives.
• Enhance enterprise monitoring and observability using data-driven insights and AI-powered tools.
• Manage strategic vendors and service partners to deliver business outcomes.
• Collaborate closely with business and technology teams to align services with priorities across the O+O business model.
• Support service modernization, transformation initiatives, and operational readiness.
• Foster a customer-focused culture of accountability, innovation, and continuous improvement.

What You'll Bring:

• Proven expertise in IT Service Management, IT Operations, or Service Delivery leadership.Strong knowledge of Incident, Problem, Change, Vendor, and Service Level Management.
• Experience managing enterprise-scale IT services within complex regional or multinational environments.
• Demonstrated success in operational excellence, service transformation, and continuous improvement initiatives.
• Hands-on experience leveraging AI, automation, analytics, or AIOps technologies to improve service outcomes.
• Strong customer-focused mindset with the ability to balance business needs and service performance.
• Collaborative approach with the ability to build trusted partnerships across business, technology, and vendor teams.
• Scientific and data-driven decision-making skills, supported by analytics and operational insights.
• Experience with monitoring and observability practices, including AI-powered service monitoring platforms.
• Professional certifications such as ITIL, PMP, Agile, Lean Six Sigma, AI, Cloud, Automation, or Digital Transformation are advantageous.

How You Will Make An Impact:

• Improve service reliability, availability, and user satisfaction across the organization.
• Reduce operational risks and recurring incidents through proactive service management.
• Accelerate digital transformation through AI, automation, and intelligent operations.
• Deliver measurable business value by aligning technology services with customer and business needs.
• Strengthen operational resilience and service continuity across the O+O business ecosystem.
• Enable smarter decisions through data-driven governance, monitoring, and performance insights.

We are an equal opportunity employer and welcome applications from all qualified candidates. The information provided will be treated in strict confidence and be used only for consideration of your application for relevant/ similar posts within the AS Watson Group.