Role Introduction
Reports to: Service Centre Manager
Lead the daily heartbeat of Cathay’s IT Service Centre and shape how technology supports colleagues around the world. This role combines hands-on operational control with people leadership, ensuring incidents and service requests are handled accurately, efficiently and with consistent care, while service level targets are met across global time zones.
Working closely with the Service Centre Manager, the focus is on keeping operations running smoothly—monitoring performance, resolving escalations, coaching frontline teams and strengthening first contact resolution. The role plays a critical part in improving workflows, increasing automation, and enhancing self-service, while maintaining clear communication with customers during incidents, problems, crises and planned changes.
Beyond day-to-day delivery, the role contributes to Cathay’s digital transformation by partnering with project teams on operational handover, applying IT Service Management insights and performance data, and embedding continuous improvement into the service culture. The impact is immediate and tangible: enabling Cathay’s people to work effectively, confidently and without disruption.
Key Responsibilities
- Oversee day-to-day operations of Incident Management and Service Request Fulfilment while on duty, ensuring processes are followed consistently.
- Lead and coordinate Service Centre staff to ensure contacts are logged, categorised, prioritised and resolved or escalated accurately and on time.
- Act as the primary technical, service and operational escalation point, liaising with internal support teams to ensure effective resolution.
- Monitor outstanding incidents and requests, escalating proactively to prevent service level agreement breaches and verifying resolution quality before closure.
- Ensure customers receive timely, clear updates on incident progress, requests, major incidents, crises, changes and service stoppages.
- Perform daily monitoring and reporting on Service Centre performance, supporting service level, quality and customer satisfaction objectives.
- Drive operational improvements, including workflow optimisation, task automation, self-service enhancement and reduction of manual standard changes.
- Coach, develop and upskill Service Centre staff to ensure consistent level-one support capability and up-to-date technical and service knowledge.
- Support workforce and resource management to ensure full role coverage during service hours, including on-shift support requirements.
- Act as deputy to the Service Centre Manager, execute the Business Continuity Plan when required, and represent operations during project handovers and change advisory meetings.
Requirements
- Minimum 8 years’ experience in a related information technology environment.
- Degree holder in Information Technology, Business, or a related discipline, or equivalent working experience.
- ITIL (Information Technology Infrastructure Library) certification is highly desirable.
- Proven experience in Incident Management and Service Request Fulfilment processes.
- Sound background in customer service, contact centre, or frontline operations is highly desirable.
- Demonstrated focus on customer service excellence (mandatory).
- Proven ability to train, coach and upskill staff, including transforming functions using DevOps practices.
- Strong leadership skills, with experience managing teams and staff.
- Strong knowledge of service desk processes, with the ability to multitask effectively.
- Proficient verbal and written English; airline industry knowledge is highly desirable and MNC experience is beneficial.
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.
