Service Delivery Manager

• Work hours: Monday to Friday, 9 AM to 6 PM.

• Lead teams to ensure effective service delivery based on the ITIL process framework.
• Coordinate with various teams including service desk, helpdesk, infrastructure, vendors, and business users to ensure seamless service delivery.
• Collaborate with customers to understand Service Level Agreements and ensure all services remain responsive to customer needs.
• Define service scope clearly and ensure high-quality client service through continuous due diligence and assessments.
• Proactively manage incident resolution, planned/unplanned changes, and ad-hoc client issues, escalating them to clients and internal parties as needed.
• Prepare regular operational reports on platform status, including capacity, performance, and service levels.

• Bachelor’s degree in Information Technology or a related discipline.
• Minimum of 8 years of relevant experience, with at least 5 years in a managerial role.
• Expertise in change, incident, problem, and vendor management.
• Experience in IT support, system administration, and networking.
• Knowledge and experience with IT service management, including ITILv4 framework.
• Proficiency in Microsoft Windows, Linux, Cloud, and Deskside environments.
• Professional certifications such as MCP, Redhat Linux, AWS, Azure, ITIL are advantageous.
• Ability to build strong relationships with stakeholders at all levels of the organization.
• Strong analytical, persuasive, and problem-solving skills.
• Excellent communication skills in both written and spoken Chinese and English.

Classy Wheeler