Associated/ Assistant director, IT Service & Site Operations

Overview

We are seeking experienced and strategic contributors for IT Service & Site Operations to oversee and enhance our China and global IT operational effectiveness and efficiency. This role will be responsible for ensuring the seamless delivery, reliability, and continuous improvement of IT services of several sites. You will lead a distributed team, manage the IT service catalog, service desk, endpoint ecosystem, and drive automation to optimize processes and elevate the employee experience. The ideal candidate is a servant leader, a proactive problem-solver, and passionate about building efficient, scalable, and user-centric IT operations.

Key Responsibilities

Leadership & Strategy

* Strategic Planning: Lead the annual planning process for your domain, e.g. self-served IT service automation, global IT operation standardization, new site IT planning, etc

* Budgeting: Manage an annual OpEx and CapEx budget for software licenses, hardware refreshes, and vendor services. Provide monthly variance reports and forecasting.

* Team Management: Directly manage a team of IT support engineers and specialists within/ across different sites. Conduct weekly 1:1s, performance reviews, and create individual development plans.

* Vendor Management: Manage the relationship and contract for major vendors. Lead quarterly business reviews (QBRs) to assess performance and negotiate renewals.

IT Service Management

* Service Desk Oversight: Monitor daily dashboards for ticket volume, backlog, and SLA adherence. Analyze weekly ticket trends to identify systemic issues—for instance, a spike in VPN/Access/WiFi/Software tickets indicating a potential network problem.

* Process Implementation: Formalize the Major Incident Management process, including defining communication templates (outage emails), escalation paths, and leading post-mortem reviews.

* Knowledge Management: Champion the creation and maintenance of a knowledge base. Example: Audit self-service articles for top 10 ticket drivers and ensure they are up-to-date and user-friendly, aiming to deflect 20% of ticket volume.

Site Operations & Endpoint Management

* Endpoint Lifecycle: Own the full device lifecycle timely and close-loop, e.g. the laptop/desktop/server periodical refresh for the whole company, including imaging, data migration, and secure disposal of old assets.

* Device Security: Use and enforce Intune/Jamf to enforce security baselines: ensure devices have disk encryption enabled, OS patches, and required endpoint security software is installed and reporting. Respond to security alerts, vulnerabilities and findings related to endpoints in a timely manner.

* Site Reliability: Partner with Workplace/Facilities teams. Be the technical lead for the IT fit-out of a new office in Germany, specifying requirements for network drops, conference room AV, and physical security access systems. Own the playbook for IT support during company all-hands meetings.

Process Optimization & Automation

* Automation Development: Identify repetitive IT tasks and deliver them through agentic AI tools—not just traditional scripts. Build and operate AI agents that orchestrate IT-system tool calls to handle end-to-end workflows; for example, an agent that completes onboarding (AD account creation, license assignment, distribution-group adds) triggered from an HRIS event, with designed intents, prompts, tool interfaces, exception fallback, and human-takeover handoff. Still complement with PowerShell / Power Automate where deterministic orchestration is the right tool (e.g., a flow that auto-assigns and prioritizes tickets by keyword and requestor department).

* Self-Service Enablement: Design and launch a natural-language AI service entry point backed by RAG over the IT knowledge base and integrated with ITSM / CMDB / endpoint systems. For instance: an employee asks for software in chat—the agent verifies approvals, checks license availability, and triggers an automated install via the endpoint manager; the same agent resolves FAQs, creates and tracks tickets, and hands off to a human when needed. Own the knowledge structure, taxonomy, permissions, review, and validity/expiry so answers stay accurate and compliant.

* Reporting & Metrics: Establish the product / service metric system and build automated dashboards (e.g., in Power BI) for leadership visibility—covering both traditional ops metrics (device health scores, top incident categories by site, service-desk team performance) and agentic-AI metrics (AI effective-resolution rate, first-contact resolution rate, deflection rate, knowledge hit rate, human-takeover rate, and user satisfaction).

Qualifications & Experience

Required

* Experience: 8+ years in IT, with 3+ years leading a global/multi-site IT operations or service desk team. Must have managed a team of at least 10 people.

* Technical Hands-On Expertise (Must have recent, practical experience with):

* Endpoint Management: Deploying and managing at-scale with Microsoft Intune (preferred) or Jamf. For example: "I used Intune to deploy a mandatory security configuration profile to all Windows devices and developed a phased feature update deployment ring."

* ITSM Platform Administration: Configuring and reporting within ServiceNow or Jira Service Management. Example: "I have built custom workflows, SLA policies, and catalog items without heavy developer reliance."

* Scripting & Automation: Proficiency in PowerShell for automating Azure AD/Endpoint management tasks, or Python for API integrations.

* Core Infrastructure Understanding: Practical knowledge of Active Directory/Azure AD (user/group management, policy), networking fundamentals (VPN, DHCP, DNS issues), and cloud productivity suites (M365/Google Workspace admin centers).

* Process Leadership:

* ITIL in Practice: Not just certified, but has applied ITIL principles. Example: "I implemented a Problem Management process that reduced recurring printer-related tickets by 70% over six months."

* Project Management: Has led cross-functional projects from conception to delivery. Can describe their role in a recent rollout (e.g., a new global VPN solution).

Preferred

* Industry Experience: Background in a fast-paced tech, SaaS, or manufacturing company with 24/7 operations.

* Advanced Certifications: Microsoft 365 Certified: Endpoint Administrator Associate, ITIL 4 Managing Professional, or PMP.

* Global Coordination: Experience managing vendors and support handoffs across APAC, EMEA, and AMER time zones.

* Security Collaboration: Proven work with Information Security teams to implement endpoint detection and response (EDR) tools, conditional access policies, and respond to incidents.

Personal Competencies

* Problem-Solver: Uses data to diagnose root causes. Example: "When we saw high ticket volume for 'slow laptop,' I analyzed data, identified a faulty driver pushed via our management tool, and led the remediation."

* Communication: Can translate technical issues into business impact for leadership and explain solutions simply to end-users.

* Customer-Obsessed: Measurably improved Employee Satisfaction (ESAT) scores or Net Promoter Score (NPS) for IT services in a prior role.