IT Service Operations Engineer

About this opportunity

Responsibilities 1. Onsite Service Operations • Own the delivery of onsite IT services across Keeta's offices in relevant countries, including desktop support, IT asset lifecycle management, and public IT services (conference rooms, printers, AV, etc.) • Ensure office IT systems and equipment are kept in optimal condition, with issues swiftly and effectively resolved 2. SLA & Quality Management • Define, track, and manage service SLAs; measure performance on an ongoing basis and drive improvement projects to ensure delivery quality • Leverage AI tools and data analysis to automate ticket triage, identify trends, and predict service risks, driving smarter and more efficient service operations 3. Service Experience Improvement • Identify service needs and pain points through employee interviews and ticket data analysis • Continuously optimize and iterate service processes by applying AI and automation, improving both IT service experience and product experience • Explore and pilot AI-powered service scenarios (e.g., AI-assisted self-service, intelligent knowledge base, smart diagnosis) to enhance overall service efficiency 4. Team & Vendor Management • Manage service providers and onsite team members, including workforce planning, recruitment, skills training, daily management, performance appraisal, and personnel development and replacement • Build and scale a high-performing, service-oriented onsite team, fostering an AI-first mindset and driving AI tool adoption across the team Job Requirements • Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields • 3+ years of experience in IT service management (ITSM, or onsite service operations); Global work experience preferred • Fluent in English for effective day-to-day communication. Proficiency in Chinese or Arabic preferred • Familiar with the processes and technologies of IT Helpdesk operations, IT asset management, and conference room operations • Proficient in using AI tools (e.g., LLM-based assistants, automation platforms) to improve daily work efficiency and service delivery • Excellent communication and team management skills, capable of working effectively in a multicultural environment • Strong problem-solving skills, quick response capability, and cross-team project collaboration skills Highlights • Keeta is the international brand of Meituan, one of the world's largest tech-driven retail companies, with the mission We help people eat better, live better. Following our successful launch in multiple international markets, Keeta is now rapidly expanding globally. • As Meituan and Keeta continue to increase R&D investment and advance in AI and other new technologies, you will have the opportunity to reimagine traditional IT onsite services with AI — from intelligent ticketing to automated operations — and define the next-generation service model. • This is a rare opportunity to build and lead the onsite IT service foundation for a fast-growing international business — you will shape the service model, the team, and the processes from an early stage. • You will work in a multicultural, high-growth environment with direct visibility to business stakeholders and clear room for growth as the operation scales.