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.

Who we are looking for

• 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.
• Strong understanding of IT security and compliance requirements.
• Excellent problem-solving, analytical, communication, and interpersonal skills.
• Ability to build and maintain effective relationships with internal and external stakeholders at all levels.

• 我们国际化的企业文化和工作环境鼓励相互信任，并为员工提供良好的互动空间。在这里我们可以轻松愉快地合作，交流并一起工作。
• 我们为员工提供多方面的且具有市场竞争力的薪资福利。
• 我们为员工提供舒适的工作环境，并提供休息区域让员工放松身心。
• 我们提供专业培训机会。
• 我们的职业发展模型为技术人才与管理人才提供多重职业发展通道。

无论您的性别、年龄、身份、国籍、民族、宗教信仰、社会背景及性取向如何，我们均欢迎您对我司职位的投递。