Service Delivery Manager (System Infrastructure and Desk-side)

• Will consider candidates with less experience based on overall competencies and potential.

• Lead service delivery teams in adherence to ITIL process frameworks.
• Coordinate service desk, helpdesk, infrastructure, vendors, and business user teams for seamless service delivery.
• Engage with customers to ensure understanding and compliance with Service Level Agreements.
• Maintain high service quality by defining clear service scopes and conducting regular assessments.
• Proactively manage resolutions for incidents, changes, and client issues, including timely escalations.
• Compile regular operational reports detailing platform status, including capacity, performance, and service levels.

• Bachelor’s degree in Information Technology or a related field.
• Minimum of 8 years relevant experience, including at least 5 years in a managerial role.
• Proficient in change, incident, problem, and vendor management.
• Experienced in IT support, system administration, and networking.
• Familiarity with ITILv4 framework and service management practices.
• Knowledgeable in Microsoft Windows, Linux, Cloud technologies, and Desk-side support.
• Professional certifications such as MCP, Redhat Linux, AWS, Azure, ITIL are advantageous.
• Ability to build strong relationships across all levels of the organization.
• Excellent analytical, persuasive, influential, and problem-solving abilities.
• Strong communication skills in both written and spoken Chinese and English.

Classy Wheeler