Join our IT infrastructure and Service Management team as IT Service Management, Manager / Assistance Manager to play a pivotal role in ITIL processes, covering Change and Release Management, Incident & Problem Management, Configuration management and Service Level Management for Chubb Life Hong Kong. Working closely with IT infrastructure & Application teams and different business operation functions, you’re responsible to drive and manage Service management topics and align with regional and global ITSM standards.

Role and Responsibilities:

As an IT Service Management, Manager / Assistance Manager, you will:

Manage and drive IT Service Management process to align with regional and global ITSM standard Develop, document, and implement ITSM processes and procedures Generate and analyze ITSM performance metrics and key performance indicators (KPIs) to identify trends and areas requiring attention Maintain and enhance the service catalogue, ensuring that IT services are clearly defined and aligned with business needs

Manage ITSM activities:

Incident and Problem Management Lead and oversee incident and problem resolution processes, driving timely resolution and root cause analysis to prevent recurrence Change and Release Management Manage the change control and software release cycle, assessing the impact of changes on IT services, and ensuring minimal disruption to operation and business Configuration Management Oversee IT asset and configuration management, maintaining accurate records of hardware, software, and configurations Service Level Management Define, negotiate, and manage Service Level Agreements (SLAs) to meet and exceed service expectations 

To excel in this role, you should have:

Minimum 5 to 8 years experience in the IT field Deep experience in ITIL concepts and methodology ITIL certifications will be preferred Strong background in incident, problem, change management, Service Level Management and Asset and Configuration Management  Excellent analytical and problem-solving skills Effective communication and interpersonal abilities Knowledge and hands-on experience with the ServiceNow Platform are preferred A minimum diploma in IT, Computer Science, Engineering, or an equivalent field