Service Delivery Manager (System Infrastructure and Desk-side)
Classy Wheeler
- Ngau Tau Kok, Hong Kong
- Permanent
- Full-time
Location: Ngau Tau Kok / Kwun Tong
Nature: 1-year Renewable ContractOthers
- Will consider candidates with less experience based on overall competencies and potential.
- Lead service delivery teams in adherence to ITIL process frameworks.
- Coordinate service desk, helpdesk, infrastructure, vendors, and business user teams for seamless service delivery.
- Engage with customers to ensure understanding and compliance with Service Level Agreements.
- Maintain high service quality by defining clear service scopes and conducting regular assessments.
- Proactively manage resolutions for incidents, changes, and client issues, including timely escalations.
- Compile regular operational reports detailing platform status, including capacity, performance, and service levels.
- Bachelor’s degree in Information Technology or a related field.
- Minimum of 8 years relevant experience, including at least 5 years in a managerial role.
- Proficient in change, incident, problem, and vendor management.
- Experienced in IT support, system administration, and networking.
- Familiarity with ITILv4 framework and service management practices.
- Knowledgeable in Microsoft Windows, Linux, Cloud technologies, and Desk-side support.
- Professional certifications such as MCP, Redhat Linux, AWS, Azure, ITIL are advantageous.
- Ability to build strong relationships across all levels of the organization.
- Excellent analytical, persuasive, influential, and problem-solving abilities.
- Strong communication skills in both written and spoken Chinese and English.