Information Technology Service Delivery Manager

ConnectedGroup

  • Hong Kong
  • Permanent
  • Full-time
  • 27 days ago
Our client is a leading international technology company specializing in information and communications technology (ICT) infrastructure and smart devices. With a global footprint, they serve billions of users and are at the forefront of innovation in telecommunications, cloud computing, and smart device manufacturing. They are expanding their presence and operations in Hong Kong and is now seeking a seasoned Service Delivery Manager.As the Service Delivery Manager, you will be responsible for overseeing and coordinating operational activities, project planning, and resource management to ensure seamless service delivery aligned with client expectations and contractual obligations. This role involves leading service teams, managing relationships with subcontractors and third-party vendors, and driving continuous improvement initiatives in service operations.Responsibilities of the Role:
  • Manage day-to-day operations and resources, supporting detailed project planning by gathering and documenting all project requirements comprehensively.
  • Provide thorough and regular reporting and documentation on project status, resource allocation, issue tracking, and scheduling, utilizing appropriate project management and communication tools.
  • Ensure effective and transparent communication of daily service operations to clients, maintaining strong service relationships.
  • Lead, coordinate, and motivate onshore service delivery teams, ensuring adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to meet or exceed project and client objectives.
  • Monitor and evaluate service delivery performance of subcontractors and third-party service providers to maintain quality and compliance.
  • Identify, propose, and implement continuous improvement strategies across all offered services, including exploring alternative service delivery options.
  • Support accurate asset management and accounting control on client sites to maintain operational integrity.
  • Collaborate with the Project Director (PD) to identify potential business growth opportunities within the service domain.
  • Manage incident response processes effectively, ensuring major incidents are communicated promptly and appropriately to the client and internal leadership.
Required Skills for the Role:
  • Bachelor’s degree or higher in business, information technology, or a related field.
  • Minimum of 10 years’ experience in ICT service delivery management, with a strong understanding of service delivery methodologies and processes.
  • At least 5 years of leadership experience in Operations and Maintenance (O&M) management.
  • Operational expertise and hands-on experience in O&M operations within ICT environments.
  • Proficient in project management principles and skilled in utilizing project management tools for tracking and reporting.
  • Demonstrated strong written and verbal communication skills with meticulous attention to detail.
  • ITIL certification or equivalent experience, with comprehensive knowledge of ICT architecture and frameworks.
  • Proven leadership capabilities, with experience managing multidisciplinary teams and third-party partners.
  • Language proficiency in English, Mandarin, and Cantonese is required to effectively communicate across diverse teams and clients.
If interested, you may send your most updated cv in word format to [email redacted, apply via Company website] with the subject line "Service Delivery Manager".All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.

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