IT Operations Team Lead

Our 30-year journey rides on the passion of over 27,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 650+ diverse types of vessels.

Headquartered in Hong Kong SAR, China, we operate on a global scale having 27 offices in 12 countries. Our client base spans over 100 world-class ship owners, including Fortune 500 companies from China, Greece, India, Japan, Korea, Netherlands, Norway, Turkey and the USA, among others.

In a shore career at FLEET, you will be working with a team of a highly passionate, self-driven and committed group of people. We aim to be a place where you can achieve your full potential, regardless of your background. We are looking for individuals who are ambitious about making a strong contribution to FLEET's short and long-term sustainable growth – whether you are dealing directly with clients or working in a role supporting the business, such as technology, legal or communications.

Job Position Summary

At Fleet Management, we're not just keeping systems afloat—we're powering a global maritime operation with smart, resilient, and relentlessly improving IT. Our IT Operations Team is mission-critical, supporting 600+ vessels and 20 global offices where every minute counts. As the IT Operations Team Lead, you'll be on the front line and the bridge between teams—owning service outcomes end to end, turning data into decisions, and rallying people around a Customer First mindset.

You will run a high-tempo operation: enforce and elevate processes and KPIs, drive automation that reduces toil and speeds resolution, and turn post-incident learnings into stronger systems. You'll coach and grow the team, align closely with product, engineering, and vendors, and make sure both IT and end users get the most from Microsoft 365 and our other applications. If you're energised by pace, clarity under pressure, and making measurable impact at scale, come help us keep Fleet moving forward.

Key Roles and Responsibilities

As an IT Operations Team Lead, your typical day includes:  

Set the Course: Service Excellence, Process and KPIs

• Own day-to-day IT operations delivery, safeguarding SLAs across incidents, problems, and changes with a customer-first mindset
• Enforce department processes and KPIs; continuously refine workflows for speed, quality, security, and cost-effectiveness
• Chair the Change Approval Board (CAB) within the service process; assess risk, approve changes, and ensure quality implementation with clear communication and rollback plans
• Produce and present actionable reports on team performance and operational efficiency; turn insights into improvements and risk mitigations
• Lead post-incident reviews for major incidents, drive remediation, prevention, and measurable learning outcomes
• Integrate vendor and asset lifecycle inputs into service processes to ensure availability, compliance, and cost control

Captain the Crew: Leadership, Coaching and Collaboration

• Mentor and coach team members to reach their full potential through regular 1:1s, feedback, and growth plans
• Foster a high-performing, accountable, and supportive culture across onshore and vessel operations
• Drive cross-functional collaboration with System Administrators, Security Team and Regional IT to ensure aligned, resilient outcomes across onshore and vessel operations
• Coordinate with vendors and service providers through the team's workflows—govern SLAs, escalations, cost optimisation, and roadmap alignment as part of operational delivery

Craft the Compass: Automation and Observability

• Be an automation advocate: design, implement, and scale independent automation workflows that improve response, resolution, knowledge, and decision-making using Power Automate (and other similar tools)
• Establish and maintain operational dashboards with Grafana for live service health, SLA adherence, and capacity/performance trends
• Leverage monitoring, analytics, and alerting/telemetry to proactively identify issues, prevent recurrence, and validate improvements

Empower the Fleet: Customer Enablement and Training

• Define and run plans to train and educate end users to get the best from Microsoft 365 (Exchange, Teams, SharePoint), including tips, governance, and best practices that reduce ticket volume
• Promote knowledge sharing through high-quality knowledge base articles, runbooks, and short form training content, advocate for self-service portals
• Organise and deliver regular sessions for both the IT Operations team and end users, measure adoption and effectiveness
• Embed change communication, risk awareness, and service impacts into user education to ensure smooth adoption of upgrades, infrastructure changes, and cloud policies

Relationship

INTERNAL:

• Ops & Support (based in HK, SG, PH, Cyprus & India); Development Teams (based in HK & India);

EXTERNAL:

• Vendor Management

Job Experience, Functional Knowledge and Qualifications

ESSENTIAL - You MUST have this experience:

• 3+ years leading/supervising an IT Operations team with measurable service improvements, enforcing operational processes and KPIs
• A strong track record in Incident, Problem, and Change Management—including running a Change Approval Board
• People development - builds capability and succession through structured coaching (such as 1:1s, feedback), training plans, and personal growth milestone
• Proven automation leader - designs and deploys workflows (Power Automate or n8n), builds operational dashboards (ideally Grafana), and leverages monitoring/analytics for proactive, data-driven operations
• Excellent communication skills in written and spoken English; calm and clear under pressure
• Customer First mindset with a bias for continuous improvement and data-driven decisions
• Drives cross-team change (IT Ops, Engineering/Dev, Security, and business functions), accelerating tool/process adoption and measurable behaviour change across the organisation
• Vendor engagement – demonstrated through regular monthly/quarterly reviews to assess performance, SLAs and able to drive cost optimisation to ensure there is value-for-money

DESIRABLE – It would be great if you also had: 

• Knowledge of ITIL processes and certifications (e.g., ITIL Foundation)
• Experience with endpoint/asset management and deployment tools (e.g., Desktop Central, Intune)
• Security awareness including identity, access, and compliance practices
• Microsoft 365 administration knowledge (Exchange, Teams, SharePoint)

Competencies

• Analysis & Problem Solving: Uses a systematic approach to root cause analysis on complex problems to identify underlying trends and put forward well-thought-out solutions to address the causes and reduce risk.
• Listening & Communication: Is effective in communicating his vision with a wider audience. A good communicator knows when to use which channel, and which tone of voice to drive maximum impact.
• Collaboration, Inclusion & Teamwork: A good team player that is personable, friendly, polite and takes the time to get to know people. Help new colleagues and visitors feel welcome. Mentors and encouragement of junior members.
• Customer Focus: Proactive in maintaining relationships and managing customer expectations effectively. Takes a partnership approach to solve problems and improve service standards using data to define continuous improvement.
• Planning & Organising: Uses the supplied tools for structured project planning for optimal time use. Balances competing priorities. Promptly updates people when plans change and keeps them apprised of progress. Adjusts own plans based on FLEET strategies and plans.
• Initiative: Always looking for opportunities to improve efficiency and effectiveness in their own and other people's work backed by clear rationale and benefits to the business. Role models desired to change behavior and use external best practice as reference.
• Accountability: Sets high work and ethical standards for self and others including budget management, work quality, timelines. Ensures that tasks and projects within responsibility areas meet promises made. Acknowledges mistakes openly identifying learnings to be applied.
• Resilience & Managing Wellbeing: Manages and responds to workload pressure with an open mind adjusting approach and seeking help when needed and seeking feedback to improve.
• Adaptability: Seeks to understand the rationale for changes at Fleet looking for different perspectives to facilitate and positively contribute to the initiatives within the team and themselves.

Fleet Management Limited is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.