Service Manager / Delivery Manager - Incident Management
Acton Consulting Limited
- Central, Hong Kong
- Permanent
- Full-time
- Supervise, coordinate and maintain on a daily basis, the levels of service agreed with and expected by the client
- Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update
- Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the SM/DPE in the service status meetings held with the client
- Raise requirements to the relevant delivery organization functions in order to improve efficiency.
- Support the SM/DPE in the establishment of client satisfaction measurements with regard to due services.
- Manages the recovery and communication of major incidents affecting a client's business.
- Degree or above in Computer Science, Business Studies, Engineering OR relevant discipline
- At five years of experience in IT service delivery management
- Working experience in IT professional service / Managed Service is a plus
- Technical OR Support experience in infrastructure e.g.: Network, Cloud/VMWare, Virtualization, Window 10, MS In-tune & SCCM co-management or with other ICT experience will be an advantage BUT NOT essential
- Solid experience in incident management and ITIL framework
- Sound knowledge in service level agreement (SLA) management
- Strong analytical and problem-solving skills
- Experience with risk assessment and management
- Strong decision-making and leadership skills
- Excellent problem solving skills.
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