Service Delivery Manager
| Job ref no. | PK |
| Job level | |
| Work experience | |
| Education | Bachelor Degree |
| Location | Kowloon |
| Employment type | Full Time |
| Benifits | |
| Industry | Information Technology |
| Job function | Information Technology (IT) |
| Post on | 2024-10-30 |
Job Details:
- Lead teams to effective service delivery based on ITIL process framework
- Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business users for service delivery.
- Interact with customers to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs
- Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed
- Proactively drive the resolution of incidents, planned/unplanned changes and ah-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties.
- Prepare regular operation report on overall platform status (including capacity, performance, service level & etc.).
Requirement:
- Degree in Information Technology or related discipline
- At least 10 years of relevant experience and 5 years are managerial
- Experience in change, incident, problem and vendor management
- Experience in IT deskside support, system infra support, storage, networking infra support, cloud and cybersecurity
- Experienced in IT service management such as ITIL v3 and v4 framework.
- Holder of professional certifications such as CCNP, MCSE, ITIL would be a plus.
- Able to build strong relationships with people at all levels in the organization
- Good analytical, persuasive, influential and problem-solving skills
- Strong communication skills in both written and spoken Chinese and English