Senior IT Manager

Job Responsibilities

Lead and manage regional end‑user IT services across North Asia and APAC.
Manage and develop multi‑country IT support teams, including performance and capability development.
Own IT service delivery and ensure services consistently meet SLAs and customer service expectations.
Act as the senior escalation point for business‑critical IT service issues.
Serve as the key interface between the business and IT for service‑related matters.
Build strong relationships with stakeholders through regular service reviews and reporting.
Drive continuous service improvement using ITIL best practices and service data (e.g. BMC Helix).
Oversee support for end‑user technologies including Windows laptops, mobile devices, printing, and Microsoft Teams AV solutions.
Provide technical leadership and support for regional and global IT projects.
Develop and enforce IT support and security policies, standards, and procedures.
Manage regional IT vendors and budgets, contributing to annual APAC IT planning.

10+ years' experience in IT service management or IT operations leadership.
Proven experience managing remote, regional IT support teams.
Strong troubleshooting skills across enterprise end‑user and application environments.
Hands‑on experience with Microsoft Endpoint Management (Intune, Autopilot, Autopatch).
Solid understanding of end‑user technologies, AV solutions, and LAN fundamentals.
Strong knowledge of ITIL frameworks and ITSM tools (BMC Helix, ServiceNow, etc.).
Excellent stakeholder management, communication, and influencing skills.
Highly organised with the ability to manage multiple priorities in a regional role.