Your new company
A well-established enterprise organization is seeking an experienced IT Operations Manager to co-lead its IT support and operations function within a large-scale Microsoft environment. This position offers an excellent opportunity to take ownership of day-to-day IT operations, service delivery, operational governance, and team leadership. The successful candidate will play a key role in ensuring the stability, performance, and continuous improvement of enterprise technology services while supporting a diverse user community.

Your new role

• Co-lead the day-to-day operations of the IT operations and end user support function, ensuring high service availability and user satisfaction.
• Manage, mentor, and coach a small IT Operations team, including task allocation, workload management, performance reviews, and career development.
• Oversee incident response and change management processes, ensuring timely resolution and minimal business disruption.
• Support and enhance Microsoft technology platforms, ensuring users maximize available capabilities and collaboration tools.
• Establish and monitor operational and service metrics, identifying opportunities to improve service quality and efficiency.
• Drive continuous improvement initiatives, including service optimization, process enhancement, automation, and operational governance.
• Collaborate with infrastructure, security, application, and project teams to support enterprise technology initiatives and operational readiness.
• Manage relationships with external vendors and service providers, ensuring delivery quality, SLA adherence, and value for money.
• Participate in infrastructure upgrades, cloud initiatives, technology deployments, and business transformation projects.
• Promote a customer-centric culture focused on service excellence, accountability, and continuous improvement.

What you'll need to succeed

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• 10-15 years of experience within IT support, IT infrastructure, service delivery, or related functions within a medium-to-large enterprise environment.
• Proven experience leading or supervising a team of IT operations or service desk team professionals.
• Demonstrated experience assigning daily tasks, managing team workload, coaching team members, and driving service improvements.
• Strong knowledge of Microsoft technology stacks, including but not limited to Microsoft 365, Exchange Online, SharePoint, Entra ID / Active Directory, Intune, or related collaboration technologies.
• Experience working with ITSM / ticketing tools, service management frameworks, and operational reporting.
• Exposure to automation, workflow improvement, scripting, or low-code platforms such as Power Automate would be advantageous.
• Proven experience managing external vendors, service providers, or third-party support partners.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent communication skills in English, with the ability to engage both technical and non-technical stakeholders in a multicultural environment.
• A valid Hong Kong work permit is required.
• With relevant IT service management certifications will be an advantage.

What you need to do now
If you're interested in this exciting opportunity, please click APPLY NOW. For a confidential discussion regarding this position, please contact Kelvin Chu at kelvin.chu@hays.com.hk.