IT Operations & Service Desk Manager (Asia) Luxury House

IT Operations & Service Desk Manager (Asia) — Luxury House

We are hiring an IT Operations & Service Desk Manager to lead Service Desk and IT operations across the Asia region for a global luxury house. This role is ideal for an operational leader who thrives in complex environments, manages delivery partners with confidence, and ensures a seamless end‑user experience across multiple markets.

About the Role

You will oversee Service Desk and proximity support operations across Asia, ensuring consistent service quality and driving the transition toward a single delivery partner. Operating on the ServiceNow platform, you will secure operational stability, manage escalations, and uphold a measurable, high‑quality user experience aligned with global standards.

This role also contributes to global operations (EMEA / AMER) as part of a follow‑the‑sun model, subject to capacity.

Key Responsibilities

• Lead and run Service Desk & IT operations across Asia on ServiceNow.
• Drive the migration to a single delivery partner, ensuring a smooth transition with zero service disruption.
• Produce operational reporting and manage partner escalations.
• Coordinate proximity support across Asia markets.
• Contribute to central operations supporting EMEA/AMER when capacity allows.

Key Interfaces

• Internal: Asia Operations, Cloud Ops, Digital Workplace Ops, Network Ops, Security Ops, Central ITSM & ServiceNow teams.
• External: Service Desk & proximity support partners.
• Regional: Market teams and regional hubs.

Candidate Profile

• Experienced operational manager with strong Service Desk & IT operations background.
• Proven vendor/delivery‑partner management experience, ideally involving transition or consolidation.

Core Technical Skills

• ITSM / ServiceNow (incident, request, reporting).
• Service Desk operations & proximity support coordination.
• Vendor management & escalation handling.
• Strong process discipline and KPI‑driven operational reporting.

Behavioural Skills

• Autonomous, structured, and able to progress with limited framing.
• Excellent writing skills — clear, concise, and business‑ready deliverables.
• Strong analytical and synthesis capabilities.
• Influential communicator with a Houses First mindset.
• Reliable, rigorous, and service‑oriented.
• Comfortable working across multicultural, multi‑entity environments.