Service Delivery Manager
- Kowloon Bay, Hong Kong
- Permanent
- Full-time
Location: Kowloon Bay and Customer Office in Central area
Nature: Renewable Contract (12 months)Job Description
- Lead teams to ensure effective service delivery based on the ITIL process framework.
- Coordinate cross-functional teams, including service desk, helpdesk, infrastructure, vendors, and business users.
- Manage Service Level Agreements (SLAs) and ensure service responsiveness to customer needs.
- Define service scope and conduct due diligence to maintain high service quality.
- Drive incident resolution, handle planned/unplanned changes, and escalate critical issues.
- Prepare regular operational reports covering capacity, performance, and service levels.
- Degree in Information Technology or a related discipline.
- At least 8 years of relevant experience, including 5 years in a managerial role.
- Experience in IT service desk, deskside support, and VIP support.
- Strong knowledge of IT service management, including ITIL v3/v4 frameworks.
- ITIL certification is required.
- Hands-on experience in change, incident, problem, and vendor management.
- Familiar with IT support, system administration, and networking.
- Knowledge of Microsoft Windows, Linux, Cloud, and Deskside environments.
- Professional certifications such as MCP, RedHat Linux, AWS, or Azure are an advantage.
- Strong relationship-building, analytical, and problem-solving skills.
- Excellent communication skills in both written and spoken Chinese and English.