Service Delivery Manager

Location: Hong Kong Island, Hong Kong
Contract Type: Permanent
Specialisation: Technology
Salary: Negotiable
REF: BBBH218704_1517221275

Job Responsibilities

  • Execution of change and enhancement strategy from Regional Infrastructure & Operation Management
  • Monitor and maintain high performing service delivered / provisioned by region and/or third party vendors, including IT Service Desk and Desktop Support.
  • Manage external service vendors to maintain the health of local infrastructure in market and liaise to provide timely onsite support to address incidents.
  • Owner of the market's incident, support and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
  • Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
  • Accountable for the quality of service and performance provisioned to the market; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Act as in-country delivery manager to govern infrastructure delivery activities on new sites establishment, renovation, relocation
  • Liaises with regional application project team and local IT manager to deliver application successfully

Job Requirements:

  • At least 10+ years hands on experience in Service Delivery Management with production infrastructure and application support experience
  • Experience with infrastructure project delivery. Working experience in MNC or retail industry is a Must
  • Solid experience on IT Service Management lifecycle including Service Strategy, Service Design, Service Operation (Incident, Problem, Change Management), and continual service improvement.
  • Flexible approach to working hours