Role Introduction
Reports to: Service Center Manager
Drive strong, reliable and customer-focused end‑user IT services that underpin daily operations across the Cathay Group. You oversee the performance of our IT Service Desk, enterprise chatbot and broader support ecosystem, using service data, customer sentiment and escalation patterns to enhance operational stability and digital support effectiveness. Through close collaboration with service owners, technical teams and regional stakeholders, you shape services that meet business expectations while staying efficient, scalable and resilient.
Your work brings together service management expertise, continuous improvement and automation. You guide teams to uphold clearly defined processes, maintain robust monitoring, and strengthen the Service Management Framework through backend request automation, knowledge optimisation and smarter use of platforms such as ServiceNow. You also play a critical role in advancing chatbot performance by identifying Natural Language Understanding gaps, refining conversational flows and improving adoption across the organisation.
This is a leadership role that balances strategic stewardship with hands‑on operational decision‑making. By building alignment across headquarters, regions, outports and subsidiaries, and by championing a culture of ownership and service excellence, you help create an IT environment where colleagues can work confidently and productively — ultimately supporting Cathay’s purpose of moving people forward.
Key Responsibilities
- Oversee the full IT service management lifecycle to maintain service stability, operational excellence and customer satisfaction
- Guide service teams to consistently meet agreed service levels and business expectations across all end‑user support functions
- Strengthen service and experience monitoring to protect uninterrupted business operations and ensure processes are well‑defined, documented and executed
- Assess performance against Service Level Agreements and Key Performance Indicators, and drive continuous improvement with service owners
- Manage operational budget compliance while identifying cost‑efficiency and savings opportunities
- Lead service management best‑practice adoption and automation initiatives across infrastructure and application teams
- Coordinate cross‑platform automation and request‑handling improvements, including enhancements to customer‑facing services
- Analyse chatbot performance data to identify knowledge gaps, improve Natural Language Understanding accuracy and refine conversational flows
- Support hybrid IT Service Centre operations by coordinating on‑site and remote workflows to ensure efficiency and resilience
- Engage business stakeholders across markets to align expectations, strengthen collaboration and contribute governance input on new or changed IT services
Requirements
- Minimum 10 years of solid working experience in the IT industry, with tertiary education desirable
- At least 3 years of experience focused on conversational artificial intelligence or digital transformation
- Strong decision‑making ability and a consistent track record of contributing to the development of IT services
- Customer‑service orientation with strong teamwork skills and the ability to keep stakeholders informed on relevant issues
- Willingness to reflect on and learn from mistakes and successes to improve performance
- Hands‑on experience in Information Technology Service Management (ITSM), including project management and the development, documentation and maintenance of policies, processes and procedures
- Strong capability in vendor management, stakeholder management and financial management
- Ability to communicate effectively with a variety of audiences including senior and executive levels, supported by strong analytical, written, communication and interpersonal skills
- Experience in dashboarding and reporting for Key Performance Indicator and Service Level Agreement measurement, with knowledge of quality assurance, Information Technology Infrastructure Library standards and ISO20000 requirements
- Practical project management experience in both waterfall and agile development lifecycles, with general knowledge of infrastructure products and DevOps, and the ability to understand technical detail and collaborate with automation and development teams on the ServiceNow platform
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.
