China Tech Partner, Service Excellence
Core
Lead the next evolution of application service management in China, ensuring digital and enterprise services are reliable, resilient, observable, and ready to support business growth.
Role type
Senior IC Service Excellence Manager (IT Operations)
Builds
Reliable, resilient, and AI-enabled service operations for China's application and business service portfolio
Domain
IT Service Management / Enterprise Application Operations / China Market
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Service management (Incident, Major Incident, Problem, Change, Knowledge), Reliability engineering (SLA/SLO, observability, resilience, capacity), Operational readiness, Multi-vendor/AMS governance, AIOps and intelligent automation, Cloud operations (Azure, Alibaba Cloud), Stakeholder management, Data-driven decision making
Preferred skills
MBA or advanced degree, ITSM/Service Integration/Reliability/Cloud/DevOps certifications, Experience with ServiceNow and APIs
Technologies
ServiceNow, Azure, Alibaba Cloud, AIOps tools
Responsibilities
Own end-to-end service management for the China application portfolio post-go-live; Establish and improve the service operating model across ITIL processes; Define and run the reliability framework for critical services; Lead Operational Readiness Reviews before go-live; Act as the day-to-day service integrator across internal and global teams; Lead service partner and AMS performance management; Drive structured Problem Management and permanent-fix closure; Develop service performance dashboards and actionable insights; Advance AI-enabled operations and intelligent automation; Lead continuous service improvement through data and automation.
Seniority
Senior, hands-on IC