IT Operations Team Lead - Toptier MNC

Top tier MNC with a long established track record currently looking for an IT Operations Team Lead (in house) to join the Hong Kong office and work closely with Senior Management globally.

Role Overview

As the IT Operations Team Lead, you will spearhead day-to-day service delivery for a fast-paced, 24/7 global operation supporting 20 international offices. You will bridge technical teams and business functions, enforcing robust ITIL frameworks, driving process automation, and fostering a "Customer First" culture to ensure resilient, high-availability IT services.

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Key Responsibilities

• Service Excellence & Governance: Own end-to-end incident, problem, and change management workflows; chair the Change Approval Board (CAB) to mitigate risk and guarantee SLA compliance.
• Operational Intelligence: Lead post-incident reviews (PIRs) to eliminate recurring issues; deliver actionable, data-driven performance reports to senior leadership.
• Team Leadership & Coaching: Mentor a diverse onshore and offshore support team through structured 1:1s, training programs, and clear succession planning.
• Automation & Observability: Eliminate operational toil by deploying automated workflows (e.g., Power Automate, n8n) and building live service health dashboards in Grafana.
• User Empowerment: Design and deliver Microsoft 365 adoption plans and self-service knowledge bases to reduce overall ticket volume and smooth tech transitions.
• Vendor & Asset Management: Govern external service providers through regular performance/SLA reviews to optimize costs and secure maximum value.

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Qualifications & Experience

Essential (Must-Have):

• Experience: 3+ years managing/supervising an enterprise IT Operations team with a track record of driving measurable service improvements.
• Process Mastery: Strong hands-on expertise in Incident, Problem, and Change Management, including running a CAB.
• Technical Skills: Proven ability to build automation workflows (Power Automate/n8n) and live monitoring dashboards (Grafana).
• Leadership: Demonstrated success in developing team capabilities and driving cross-functional tool/process adoption.
• Soft Skills: Fluent in English, exceptional stakeholder management, and a calm, decisive approach under high-pressure scenarios.

Desirable (Nice-to-Have):

• ITIL Foundation or higher certifications.
• Hands-on M365 Administration (Exchange, Teams, SharePoint) and Endpoint Management (Intune/Desktop Central).
• Solid grounding in IT security, identity management (IAM), and compliance practices.