- APAC Representative & Lead role
- Expertise in service management, incident response, major incident handling, crisis coordination
- Strong communication skills with the ability to articulate complex issues clearly to management during high pressure situation
Role Overview Our client is a leading Financial Service firm. They are looking an accomplished
Senior Service Delivery Lead (Crisis Management) to join its global, four-member Crisis Management leadership team. This is a senior strategic role responsible for representing the
APAC region during major technology and operational crises, including
critical outages, high-severity incidents, cyber/security breaches, and enterprise-wide service disruptions.
The ideal candidate comes from a strong
Service Delivery, Service Management, Head of SRE, or Technology Operations leadership background within financial services or other highly regulated industries, with extensive experience running large-scale incident and crisis recovery environments.
Key Responsibilities Crisis & Major Incident Leadership - Lead and coordinate major incident triage, ensuring accurate prioritization, impact assessment, and clear escalation paths for APAC-related events.
- Drive and oversee end-to-end service recovery, mobilizing global and regional technical teams to restore service efficiently and safely.
Stakeholder & Executive Engagement - Facilitate timely and transparent business engagement during incidents, ensuring that stakeholders across Operations, Technology, and Senior Leadership are fully informed.
- Deliver concise, high-quality recovery progress updates to global executives, including CIO, CTO, Risk, Cyber, and Business Continuity leaders.
Incident Governance & Continuous Improvement - Execute the organization's Incident Management Practice, ensuring strict adherence to governance, process, and compliance requirements.
- Actively participate in Management Escalation Calls (MECs), providing authoritative updates and driving resolution paths.
Qualifications & Experience Required - 15+ years experience in Service Delivery Management, SRE leadership, Technology Operations, or Incident/Crisis Management roles.
- Deep expertise in service management, incident response, major incident handling, crisis coordination, and MEC-level escalation structures.
- Proven track record working within financial services or other highly regulated, mission-critical environments.
- Cantonese speaking capabilities is highly preferred