Director, Integrated Service Desk

Director, Integrated Service Desk Location: Hong Kong Corporate Office Mandarin Oriental Hotel Group is looking for a Director, Integrated Service Desk to join our Global Information Technology team. Are you a master of your craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. Mandarin Oriental is the award‑winning owner and operator of some of the world’s most luxurious hotels, resorts, and residences located in prime destinations worldwide, with a strong development pipeline. The Group is increasingly recognised for creating some of the world’s most sought‑after properties, delivering legendary service inspired by Asian heritage while representing the very cutting‑edge of luxury experiences. At Mandarin Oriental Hotel Group Corporate Office, our Global IT organisation plays a critical role in enabling operational excellence across hotels and corporate offices worldwide, ensuring technology services are reliable, scalable, and aligned with our brand promise. About the job Based at the Mandarin Oriental Corporate Office in Hong Kong, within the Information Technology function, the Director, Integrated Service Desk is accountable for the end‑to‑end design, build, and operation of the Group’s global, 24/7 Integrated Service Desk. This role defines business and operational requirements, architects the enterprise service desk operating model, leads the transition from legacy and fragmented support structures, and governs ongoing delivery through a global managed service provider (MSP). The Director reports to the Vice President, Global IT Services. The Integrated Service Desk serves as the primary point of contact for: Hotel / property colleagues’ IT helpdesk support Corporate (management company) colleagues’ IT helpdesk support Service desk support for hotel IT teams related to Group‑provided global technologies As the single point of accountability for service desk outcomes, this role ensures consistent, high‑quality, and brand‑aligned IT support across all hotels and corporate offices worldwide, while managing escalations to third‑party application vendors and local on‑property technical teams. The role is responsible for ITSM process integrity, service performance transparency, and continuous maturity of the service desk as a business‑critical enterprise capability supporting business continuity and guest experience. As Director, Integrated Service Desk, you will be responsible for the following duties: Service Desk Strategy, Governance & MSP Oversight (40%) Define and lead the global integrated service desk strategy, operating model, and roadmap. Provide governance, performance oversight, and accountability for the third‑party MSP delivering 24/7 global service desk services. Establish, monitor, and enforce SLAs, OLAs, KPIs, escalation models, and contractual obligations. Lead regular operational reviews, service performance assessments, and continuous improvement initiatives with the MSP. 24/7 Service Operations & Incident Management (25%) Ensure uninterrupted follow‑the‑sun support across all regions and time zones. Act as the senior escalation authority for major incidents, guest‑impacting issues, and critical service failures. Ensure consistent incident, request, and major incident handling across the Group. Stakeholder Engagement & Business Alignment (20%) Serve as the primary interface between hotels, corporate stakeholders, IT leadership, and the MSP. Translate service performance data into executive‑level dashboards, insights, and reporting. Continuous Improvement & Innovation (15%) Drive service maturity through automation, self‑service, knowledge management, and AI‑enabled support capabilities. Reduce repeat incidents through effective problem management and root‑cause analysis. As Director, Integrated Service Desk, we expect from you: Education Bachelor’s degree in Information Technology or a related discipline. Experience Minimum 7 years of experience leading enterprise‑scale service desk operations, including multi‑region, follow‑the‑sun support models. Demonstrated experience designing, standing up, or materially transforming a global or regional service desk operating model, including transitions from fragmented or legacy structures. Proven experience building and establishing both internal and external teams to deliver operational objectives. Strong track record governing large‑scale third‑party managed service providers delivering 24/7 IT support services. ITSM / ITIL Expertise Expert‑level knowledge of ITIL and IT Service Management processes, including incident, request, major incident, problem, knowledge, and continual service improvement. ITIL certification required; advanced ITSM certifications strongly preferred. Leadership & Strategic Capability Demonstrated ability to define enterprise requirements, design operating models, and hold vendors accountable for outcomes rather than activities. Strong executive communication skills, with the ability to translate service performance, risk, and maturity into clear, actionable insights for senior leadership. Financial and Non‑Financial Measures Financial Budget oversight and optimisation of managed service contracts. Vendor financial governance, invoice validation, and cost control. Non‑Financial SLA performance, customer satisfaction, and service consistency. Reduction in repeat incidents and operational risk. Stakeholder satisfaction and service transparency. Communication Requirements Internal Regular engagement with IT leadership, hotel IT teams, and corporate stakeholders. External Executive‑level governance, performance management, and escalation with managed service providers and key vendors. Our commitment to you Learning & Development Your success is our success. We craft unique learning and development programmes for various stages of your career so that you grow, continuously. MOstay As a member of the #MOfamily, enjoy complimentary nights and attractive rates on rooms for you and your loved ones across our global portfolio. Health & Colleague Wellness Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered globally. Retirement Plans We offer different retirement plans depending on your role and length of service. We’re Fans. Are you?