What's the role?
We are looking for an experienced, hands-on, and visionary Head of IT Support & Operations to lead a global team delivering seamless, high-quality IT support across Hilti. This critical role encompasses the IT Service Desk, IT Operations, IT Service Management, and User Administration teams, ensuring reliable, secure, and efficient IT operations across regions and time zones. If you are passionate about operational excellence, global service delivery, and leading through change, this is the opportunity for you.
Who is Hilti?
Join Hilti – A Great Place to Work 2024 & ranked as Asia’s 4th Best Workplaces.
At Hilti, innovation drives everything we do. We’re committed to improving productivity, safety, and sustainability in the global construction industry and beyond. Our strong customer relationships help us create solutions that truly build a better future. With over 120 locations worldwide, we take pride in fostering a deep sense of belonging that extends into our lives and homes .
At Hilti Asia IT Services, we’re at the forefront of digital transformation in construction, aligned with our mission of Making Construction Better. As the IT backbone of Hilti, we empower over 34,000 employees across 120+ countries, delivering cutting-edge solutions to enhance productivity globally.
Based in Malaysia, we collaborate with global teams, utilizing the latest technologies in software development, analytics, IT infrastructure, and design engineering to drive transformative initiatives.
Our people are our greatest strength, and our Great Place to Work 2024 recognition celebrates our commitment to a culture that values care, performance, and innovation. We offer competitive rewards and comprehensive career development opportunities that ensure your success is our priority.
Come be a part of our journey and make a lasting impact!
What does the role involve?
As the Head of IT Support & Operations, you will drive the strategy, leadership, and operational performance of a globally unified IT support organization. You will oversee end-to-end IT support services, including incident management, user provisioning, 24x7 monitoring, and operational alerting, ensuring alignment with business needs and IT product owners across regions. Key responsibilities include:
- Leading global teams across the IT Service Desk, IT Operations, IT Service Management, and User Administration functions with a focus on service consistency and user experience.
- Standardizing processes, operational KPIs, and toolsets to enable proactive issue resolution and process transparency.
- Driving service maturity and continuous improvement in incident response, escalations, and major incident management.
- Managing global service providers and support contracts, ensuring adherence to performance standards and compliance.
- Collaborating with cross-functional stakeholders including IT Service Delivery Managers, IT Product Owners, Regional IT Managers to elevate IT service experience.
- Championing automation and self-service initiatives to increase efficiency and scalability of user support.
- Serving as the senior escalation point for high-impact IT incidents while fostering a culture of resilience and accountability.
We have an excellent mix of people, which we believe makes for a more vibrant, more innovative and more productive team.
What do we offer?
At Hilti, we believe in a caring and performance-oriented culture. Our people are our greatest strength, and our Great Place to Work 2024 recognition celebrates our commitment to a culture that values care, performance, and innovation. We offer competitive rewards and comprehensive career development opportunities that ensure your success is our priority. Click on the link to know more https://careers.hilti.group/en/where-we-are/kuala-lumpur-malaysia/
What you need is:
Why should you apply?
At Hilti, we’re leading the digital transformation in the construction industry. With our innovative technologies, we’re pushing the boundaries of what's possible—whether it's through advanced software development, data-driven solutions, or state-of-the-art IT infrastructure. By joining our team, you’ll be part of a dynamic environment where technology meets real-world impact, enabling smarter, more efficient, and safer construction processes worldwide.
We offer:
• Cutting-edge projects that utilize the latest in AI, cloud computing, and advanced analytics.
• A chance to work with global teams on solutions that are shaping the future of construction.
• Continuous learning and development opportunities to grow your skills in the rapidly evolving tech landscape.
If you’re passionate about technology and ready to make an impact in an industry that’s critical to shaping the world around us, Hilti Asia IT Services is the place for you!
Interested for the role?
Click through the 'Apply Now' button where you will be asked to upload your CV and answer a couple of short questions–the whole process should take around 90 seconds. If we like what we see, you'll be invited to a telephone interview.
If we don't have a suitable role for you at the moment, we will keep you in our talent pool for the future so your recruitment process might take a bit longer but we'll be sure to stay in touch.
#JoinHiltiAsiaITServices
Looking forward to hearing from you!
