Information Technology Service Manager

Why This Role Matters:
At AS Watson, technology services play a critical role in enabling business performance and putting a smile on customers’ faces. As our Information Technology Service Manager, you will ensure enterprise IT services remain reliable, resilient, and business-focused. Acting as a key bridge between business teams, technology partners, and service providers, you will drive operational excellence, strengthen service continuity, and lead the adoption of AI-powered operations, automation, and data-driven improvements that enhance user experience and support our O+O (Offline + Online) business model.

What You'll Be Doing:

• Lead end-to-end IT service performance, availability, and continuous improvement.
• Drive service governance, SLA/KPI achievement, and service health reporting.
• Lead major incident management, stakeholder communication, and service recovery.
• Champion problem, risk, and change management to strengthen operational resilience.
• Leverage AI, AIOps, predictive analytics, and intelligent monitoring to proactively prevent service disruptions.
• Drive automation, self-healing capabilities, and operational efficiency initiatives.
• Enhance enterprise monitoring and observability using data-driven insights and AI-powered tools.
• Manage strategic vendors and service partners to deliver business outcomes.
• Collaborate closely with business and technology teams to align services with priorities across the O+O business model.
• Support service modernization, transformation initiatives, and operational readiness.
• Foster a customer-focused culture of accountability, innovation, and continuous improvement.
  

What You'll Bring:

• Proven expertise in IT Service Management, IT Operations, or Service Delivery leadership.
• Strong knowledge of Incident, Problem, Change, Vendor, and Service Level Management.
• Experience managing enterprise-scale IT services within complex regional or multinational environments.
• Demonstrated success in operational excellence, service transformation, and continuous improvement initiatives.
• Hands-on experience leveraging AI, automation, analytics, or AIOps technologies to improve service outcomes.
• Strong customer-focused mindset with the ability to balance business needs and service performance.
• Collaborative approach with the ability to build trusted partnerships across business, technology, and vendor teams.
• Scientific and data-driven decision-making skills, supported by analytics and operational insights.
• Experience with monitoring and observability practices, including AI-powered service monitoring platforms.
• Professional certifications such as ITIL, PMP, Agile, Lean Six Sigma, AI, Cloud, Automation, or Digital Transformation are advantageous.
  

How You Will Make An Impact:

• Improve service reliability, availability, and user satisfaction across the organization.
• Reduce operational risks and recurring incidents through proactive service management.
• Accelerate digital transformation through AI, automation, and intelligent operations.
• Deliver measurable business value by aligning technology services with customer and business needs.
• Strengthen operational resilience and service continuity across the O+O business ecosystem.
• Enable smarter decisions through data-driven governance, monitoring, and performance insights.