As Global Service Manager, your day to day will include:

·      Own 24x5 (24/7 for P1) service delivery and system uptime for global engineering tools and PLM platforms.

·     Manage geographically distributed L2–L4 support teams (internal and external vendors), with L1 support handled by business key users.

·   Define and implement application support strategies focused on continuous improvement of ITSM practices, SOPs, and methodologies to meet global enterprise KPIs and SLA targets, including follow-the-sun support models.

·   Oversee system operations, performance, problem management, license management and availability across the entire engineering toolchain.

·      Conduct root cause analysis and implement corrective and preventive actions for recurring or critical issues.

·      Maintain governance over all system environments, including interface management, patching, and build deployments.

·   Manage application lifecycle and drive system and tool upgrades reducing technical debt, including security patching and cloud/application software updates, upgrades to ensure alignment with the latest versions.

·      Champion continuous improvement initiatives to enhance service quality and customer satisfaction.

·      Manage vendor relationships for application services, ensuring alignment with contractual terms and service expectations.

·      Prepare and deliver regular service delivery performance , license, SLA reports to key stakeholders.

·      Ensure all applications and related developments comply with TK Elevator’s security and compliance standards.

Engineering Tools Experience :

·      The Service Manager needs to have knowhow and experience working with Engineering Tools (PLM, MCAD, ECAD, Software-ALM etc) orchestration of support and maintenance of Infrastructure & system operations, availability management, technical support, upgrades and co-ordination with internal IT, Business and Vendors.

·      Fluent English and Mandarin speaking and writing

·      Bachelor’s or Master’s degree in Engineering, Computer Science, or a related technical field.

·   10+ years of experience in Engineering IT, PLM Operations, or Digital R&D tools, including roles such as Service Delivery Manager or Operations/Change Leader.

·     5+ years in a global role supporting engineering tools and applications, with flexibility to coordinate global operations across time zones.

·     Proven experience managing multi-disciplinary toolchains spanning mechanical, electrical, and embedded domains.

·    Strong domain knowledge of engineering and product lifecycle tools (e.g., Windchill, SAP-PLM, Design Automation tools, MCAD, ECAD, Atlassian tools).

·     Proficient in IT support frameworks such as ITIL/ITSM, with hands-on experience in incident, problem, and change management using tools like ServiceNow (SNOW), Azure DevOps.

·     Infrastructure working knowledge managing tools on Azure cloud and on Prem , Windows, Linux, software and databases.