This is a hands-on leadership role, where you will work closely alongside your direct reports, actively contributing to day-to-day operations, particularly during major incidents, critical problem investigations, and high-risk change implementations. You will ensure efficient incident resolution, identification and elimination of root causes, and safe, controlled execution of IT changes. The role also involves coaching and developing a high-performing PIC team while ensuring client-specific SLAs, governance, and continuous improvement objectives are met.

Responsibilities

Lead and Execute Problem, Incident, and Change Processes

Manage and Develop the PICM Team

Ensure SLA Compliance and Process Governance

Drive Major Incident and Problem Resolution

Drive Continuous Service Improvement (CSI)

Ensure Compliance with Audit and Regulatory Requirements

Collaborate Across Technical and Business Teams

Requirements

5+ years in IT Service Management within an MSP or complex multi-client environment

Strong knowledge of ITIL frameworks, ideally with ITIL Foundation or Intermediate

Proven experience in leading Incident, Problem, and Change Management processes

Strong analytical skills and ability to interpret data to drive improvements

Excellent stakeholder communication and client-facing experience

Experience in managing or mentoring small to mid-size operational teams

Nice to Have

ITIL Managing Professional or Master

ISO 20000 familiarity or lead auditor experience

Experience with Continual Service Improvement (CSI) methodologies

Benefits

As a valued member of ‘Logicalis Asia Pacific MSC' you will enjoy several benefits, such as;

Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"

Pick your own adventure: Our people have moved from Helpdesk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we'll fund you to learn it, so you can become it!

Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.

Flexible, modern, working arrangements: A hybrid working model that allows for a balance of productive remote working and in-person collaboration.  

Do I need to meet all the requirements to apply?

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – ie Confidence, Capability, Curiosity.

About us:

We are Logicalis, Architects of Change™. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

For people living with disabilities or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.