Role Introduction
Report To: IT Practice Manager
This role is part of a global IT Operations community dedicated to enabling stable, secure, and scalable digital operations through well‑defined processes, standards, and best practices.
As the IT Operations Practice Lead, you are expected to formulate the strategy for IT operations processes and standards, and to deliver consistent, high‑quality operational outcomes across infrastructure, operations, and security domains.
You will be responsible for implementing and managing IT operations practice frameworks, building and leading communities of practice across Infra, Operations, and Security, and ensuring strong alignment and integration with DevOps and DevSecOps practices. This role also focuses on continuously improving practice frameworks, processes, and toolsets to support evolving digital operating models.
With your expertise, skills, and knowledge in IT operations and service management, you will drive the development of structured capability‑uplift programmes to enhance IT skills across the operations team, enabling readiness for future digital operations models and supporting sustainable career progression within the IT Operations function.
Key Responsibilities
- Bachelor Degree in Computer Science, Information Systems, or a related discipline
- Minimum 10 years of relevant IT experience, including at least 6 years as an operations practice practitioner
- Proven ability to coach, consult, and provide advisory support to individuals and teams.
- Demonstrated leadership capability with the ability to influence decision‑making at multiple levels
- Strong analytical and problem‑solving skills with a clear focus on process improvement
- Able to engage professionally with diverse stakeholders, with strong relationship and stakeholder management strengths
- Passionate about people development, with the ability to motivate and inspire teams.
- Excellent verbal, written, and presentation skills, with experience designing and delivering training sessions
- Hands‑on experience in change management and a solid understanding of end‑to‑end service delivery lifecycles and modern delivery methodologies
- Deep knowledge of IT operations and support practices, including ITIL (certified), with familiarity in Agile/Scrum, DevOps, DevSecOps, cloud technologies, ISO20000, and airline industry practices being advantageous
Requirements
- Develop and define IT operations strategy, processes, and standards to drive operational excellence
- Embed DevOps and DevSecOps communities of practice, fully integrated with existing ITIL processes to improve efficiency
- Oversee IT operations practices to continuously enhance speed, reliability, and quality across core service management disciplines
- Establish and enforce operational standards and best practices, including backup, data management, and resilience, to ensure compliance
- Streamline governance, roles, and responsibilities across Infrastructure, Operations, and Security to improve delivery engagement
- Maintain annual ISO20000 certification for the IT service management system.
- Support internal, external financial, and IOSA audits related to IT operations
- Collaborate closely with practice leads across the wider practice community to drive alignment and shared outcomes
- Monitor emerging technology and delivery trends, proactively advising on IT’s position and adoption of relevant practices
- Promote agile ways of working, provide advisory, coaching, and mentorship on processes and standards, and influence senior stakeholders to enable effective change
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
