Service Delivery Manager (Network Infrastructure) - IC

• Lead virtual teams to effective service delivery based on ITIL process framework
• Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business user 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.).

• Degree in Information Technology or related discipline
• At least 8+ years of relevant experience and 5 years are managerial
• Experience in change, incident, problem and vendor management
• Experience in networking, IT support and system administration
• Experienced in IT service management such as ITIL framework.
• Knowledge of information security services and products, including but not limited to Firewalls, IPS, Web, DLP, Cloud Security etc.
• Holder of professional certifications such as ITIL, CCNP 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

Classy Wheeler