Job purpose
The IT Operations Manager APAC is responsible for managing and overseeing the day-to-day IT operations, ensuring the smooth functioning infrastructure and support services. The candidate will lead a distributed team of first and second level specialists, focusing on maintaining operational efficiency, system reliability, and high service levels.
The candidate will collaborate with regional stakeholders and global teams, to ensure seamless service delivery and operational excellence across Asia Pacific. This role involves implementing best practices, managing incidents and problems, and continuously improving IT operations to meet business needs.
Responsibilities
Oversee the daily IT operations, ensuring that systems, services, and infrastructure work reliably and securely.
Lead and mentor a decentralized team of Level 1 and 2 staff across Asia Pacific. Build a high performing team to sustain the growth of the company.
Coordinate IT infrastructure projects, including local initiatives like new deployments, site moves and expansions.
Build a sustainable vendor strategy and define standards & policies for vendor & contract management.
Act as a regional lead for the ITSM processes and creating strategies for service delivery optimization. Create documentation such as guidelines and runbooks.
Taking ownership of critical & major incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
Contribute to our regional Project Portfolio Management
Requirements needed
Education
A bachelors or masters degree in business management, Information Systems, Computer Science, Business Administration or a relevant field
Certifications in IT Service - (ITIL V4) and Project Management (Prince2, Scrum etc.)
Experience
> 10 years of experience in IT for different areas such as Operations, Service Delivery Management, application, infrastructure, software development, operation technology etc.
> 5 years of experience leading and developing people
> 5 years of experience in IT service management (ITIL) processes working in international companies.
A proven track record of building, managing and continuously developing Service Support Processes, Delivery Management, Project Management Office.
Hands-on experience in managing Service Improvement Programs (SIP), Corrective & Preventive Actions (CAPA) etc.
Experience in application & infrastructure architecture and a high awareness of information security models, cloud, network, virtualization, and traditional data center
In-depth knowledge and experience in end-to-end process ownership
Proven track records of managing agile project methods, ideally with SAFe and Scrum
Demonstrated ability to work in a matrix environment where a high degree of cross functional collaboration is required to deliver outstanding results
Strong verbal and written communication skills in English with the ability to engage with and present to executive level, further languages a plus.
Ability to travel (up to 20% of time)
Personal Attributes
Smart in identifying the relationships between business, information, applications and infrastructure services
Well-developed communication skills
Leadership, tenacity and ability to manage by influence in a complex matrix and fast pace environment
Excellent strategic and critical thinking skills with high degree of emotional intelligence
Entrepreneurial spirit, creative problem-solving mindset
Self-motivated team player
Resilient able to adapt and perform in changing customer and organizational environments, combined with a can-do attitude
High level of integrity and commitment
