IT Service Manager

Purpose

The Regional IT Service Manager, [Greater China] is responsible for supporting the delivery, performance, and continuous improvement of IT services across the region. They ensure adherence to global service management processes, lead regional service reporting, and drive actionable insights to improve service stability and user experience. Acting as the primary contact for service management in the region, they work closely with central teams, vendors, and stakeholders to manage service risks, support issue resolution, drive continuous service improvement plans, and embed service excellence into regional IT operations.

Responsibilities

• Partners with the Regional Leadership Team to develop and drive the regional IT strategy, ensuring service is embedded in all regional IT activities. Holds responsibility and accountability for IT services delivered to local business stakeholders and acts as the conduit between central IT and the region, including managing escalations.
• Collaborates closely with the Regional Service & Delivery Team to engage with and fulfil regional demand and support requirements.
• Builds strong relationships with regional business stakeholders to understand their needs, processes, and pain points, ensuring IT services are aligned to business priorities and that service impacts are clearly understood and managed from a customer-centric perspective.
• Collaborates with the Regional Programme and Project Managers to facilitate the seamless transition for new and refreshed stores. Ensures that regional applications and systems are prepared for operational handover, and all operational requirements are met prior to go-live. Incorporates regional needs into global solutions during the design and deployment phases.
• Leads the creation and communication of regional service performance reports, including availability, incident response, and service volumes. Uses insights from service data to identify trends and drive Continuous Service Improvement (CSI) initiatives within the region.
• Coordinates regular governance activities with internal IT teams, vendors, and partners. Maintains strong relationships through structured communication and performance monitoring (e.g. weekly/monthly calls).
• Oversees effective incident and request management to ensure timely resolution for business stakeholders. Identifies areas for improvement and drives enhancements to incident processes to support a positive user experience.
• Oversees and reports on the execution of regional CSI plans. Works collaboratively with regional IT teams to promote a service-oriented culture focused on customer experience and operational excellence.
• Ensures that change management processes are followed across the region. Supports the assessment and validation of changes and represents the region in global change management forums where appropriate.
• Champions the delivery of best-in-class IT services within the region, aligning with global standards. This role may contribute to local office engagement and general management activities where applicable, supporting a strong connection between IT and the wider business.

Measures of success

• Service reporting is consistently delivered on time, with clear insights driving measurable improvements in availability and response times.
• Regional business stakeholders report high satisfaction with IT services through structured feedback and engagement.
• Service management processes are consistently followed, with high compliance rates and reduced operational risk.
• Continuous Service Improvement plans are in place and delivering tangible service performance enhancements.
• The region is effectively represented in global service governance and escalations are managed promptly and constructively.
• All regional service transitions meet operational readiness criteria, with minimal disruption post go-live.
• Vendors and third parties perform to agreed SLAs, with issues managed through structured governance routines, risks raised appropriately, and escalations made as appropriate to service owners or leaders.
• Regional IT teams demonstrate a strong service mindset, with increased ownership and focus on customer experience.

experience

• Demonstrated experience in a service management role within a diverse and complex environment.
• Experience managing IT systems across a global organisation is highly desirable.
• Proven experience in producing and interpreting reports, using data-driven insights to identify trends, inform decision-making, and drive service improvements.
• Familiarity with service management tools and platforms is advantageous.
• Proven experience working with third-party suppliers, including those operating in both Agile and Waterfall delivery models.
• Strong relationship management skills with the ability to influence peers and stakeholders while maintaining accountability and ownership for IT service delivery.
• Proactive mindset with a focus on continuous improvement and a strong drive to deliver measurable results.
• Excellent communication skills, with the ability to convey technical information in a clear, meaningful way to both technical and non-technical audiences.
• Experience with, or knowledge of, the SIAM (Service Integration and Management) methodology is preferred but not essential.
• Flexibility to provide out-of-hours on-call support and on-site presence during critical business events may be required.