Service Management Centre Lead

1. Position Summary This role will be responsible to manage the team of event monitoring, production support, ITSM incident, problem, change, service level reporting, and IT Service Management tools, ensuring the availability of resources, technical capabilities and competency to deliver the operation activities and fulfilling the required SLA. The role will provide leadership guidance, mentor and technical know-how to address efficient and performance of the teams. The role will ensure proper work process, workflow, workplan, KPI, manual, security adherence, documentation sop, and standard framework being adhered to as per LPS policy and standard. The role will drive AI adoption, improve way of work and reduce inefficiency in the operations of the teams.

2. Key Responsibilities

Core Technical Tasks:

Strategic Responsibilities

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Define and strategize the functions of event monitoring, production support, ITSM incident, problem, change, service level reporting, and IT Service Management tools to align with business directions and long-term roadmap.

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Maintain strong awareness of organizational business needs and ensure IT services are aligned with client requirements.

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Keep up to date with industry trends and developments in IT operations management, including emerging areas such as AI-driven operations.

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Assess and drive improvements across people, processes, and tools to enhance service delivery.

Operational Responsibilities

Oversee daily operations of event monitoring, production support, ITSM incident, problem, change, service level reporting, and IT Service Management tools teams to ensure smooth and efficient service delivery.

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Develop and implement policies, procedures, and processes to improve IT operations, efficiency, and productivity.

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Ensure compliance with audit requirements, ISO standards, and general compliance/assurance activities.

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Manage resource utilization across projects to optimize performance and delivery.

People Management & Leadership

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Provide guidance, coaching, and support to ensure delivery teams meet SLA targets and organizational objectives.

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Develop and manage team KPIs and performance metrics.

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Lead training and development initiatives to promote high performance and continuous learning.

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Demonstrate leadership by example, fostering accountability, initiative, and customer service excellence.

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Influence without authority, collaborating effectively with internal clients, stakeholders, and cross-functional teams.

Relationship & Communication

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Maintain excellent communication skills in Cantonese, English, and Mandarin to engage with diverse stakeholders.

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Build strong working relationships through respect, integrity, open communication, teamwork, and negotiation.

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Manage vendor relationships to encourage positive behaviors, establish new engagements, and strengthen existing partnerships.

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Drive customer relationship management at all levels, ensuring satisfaction and alignment with business goals.

Decision-Making & Continuous Improvement

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Demonstrate strong judgment, accountability, and problem-solving in decision-making.

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Balance prudent risk-taking with market and industry awareness while maintaining customer focus.

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Drive and implement improvements and changes to enhance productivity and service quality.

Security & Compliance:

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Compliance to Lenovo security and policies

Documentation & Reporting:

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Approval and owner of SMC, ITSM documentation

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Reviewer of the Service Management documentation

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Prepare daily, weekly, monthly, and ad-hoc reports for management review.

3. People Leadership (Include Only for Senior / Lead Roles)

Advanced Skills:

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People management of a team of SMC and ITSM

Certifications: ITIL

4. Required Qualifications

Education: Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.

Years of Experience: >5 year

Technical Stack: Experience in Servicedesk support (ticketing tool), SMC (monitoring tool), ITSM (ITIL process)

Core Competencies: Well-spoken in Cantonese and English

5. Preferred Qualifications (Nice to have)

Advanced Skills: Added Advantage

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Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.

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Experience in SMC monitoring tools (BMC AIOPS, Manage Enginer, Sitescope, etc) will be added advantage.

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Technical proficiency and knowledge of IT infrastructure, networks, applications and systems to effectively manage and troubleshoot issues.

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Excellent communication skills to effectively interact with team members, senior management, and other stakeholders.

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Strong leadership skills to effectively manage a team of IT professionals and drive performance.

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Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.

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Driven and able to multi-task, strong time management skills and strong team player.

Certifications: ITIL

Industry Experience: Yes in Managed Services Operation Management

6. Working Conditions

Schedule: 9x5 on call standby

Travel: None

Physical Requirements: Work in the ODC office (Bangsar South)