Service Practice Manager

As the Service Practice Manager for Hybrid IT, incumbent is responsible for overseeing and managing end-to-end IT service delivery across multiple countries in the ASEAN region. Primary focus will be on ensuring service stability, driving operational excellence, and leading transformation initiatives that enhance efficiency, automation, and customer experience. Key Responsibilities: Oversee daily IT service operations across data centres, cloud infrastructure, and hybrid environments. Ensure high availability and performance of business-critical systems and services. Review and manage incidents, problems, and changes to minimize service disruptions. Work closely with Service Delivery Managers (SDMs) and technical teams to maintain consistent service quality across countries. Identify and implement opportunities for automation, process standardization, and efficiency improvement. Lead regional initiatives to stabilize IT operations and eliminate recurring service issues. Drive transformation projects that enhance operational maturity and customer experience. Collaborate with global architecture and engineering teams to align on service design and optimization. Conduct regular service reviews with customers and internal stakeholders to track performance and improvement plans. Manage escalations, root cause analysis, and preventive action plans for critical issues. Develop and report service performance metrics (KPIs, SLAs) to senior leadership. Ensure compliance with governance frameworks, ITIL processes, and organizational policies. Provide guidance and direction to cross-functional support teams across ASEAN. Partner with regional business leaders and technical specialists to ensure service alignment with business priorities. Contribute to staff capability building and cross-training initiatives within the service organization. Qualifications: 10-15 years of experience in IT Service Delivery or Operations Management Strong knowledge of Hybrid IT operations (on-premises + cloud). Deep understanding of ITSM frameworks (ITIL) and service lifecycle management. Experience with automation tools, monitoring systems, and IT analytics. Familiarity with infrastructure technologies such as servers, storage, virtualization, and networking. Skilled in ServiceNow or other enterprise ITSM platforms for workflow and reporting. Exposure to cloud platforms (AWS, Azure, Google Cloud) and hybrid integration models. Proven ability to lead regional, cross-functional teams. Strong stakeholder engagement and customer relationship management. Experience handling major incidents, root cause analysis, and service improvement plans. Excellent governance, reporting, and presentation skills. Ability to make clear decisions under pressure and manage competing priorities. Data-driven problem solving and analytical mindset. Strategic thinking with focus on standardization, optimization, and automation. Experience in capacity planning, service cost management, and performance analysis. Strong ability to identify patterns and recommend long-term improvements. Customer-focused and service-oriented approach. Strong communication and interpersonal skills. High ownership, accountability, and problem-solving mindset. Adaptable, collaborative, and culturally sensitive - able to operate across ASEAN markets. Passionate about continuous learning and staying updated with evolving IT trends. Bachelor's degree in computer science, Information Technology, or a related field. Certifications such as ITIL V4 Foundation, ServiceNow system admin, TOGAF are preferred. Proven record in service transformation, automation, and governance.