Senior IT Manager – Service Management

7 days ago


hong kong, Hong Kong SAR China Classy Wheeler Limited Full time

Senior IT Manager – Service Management (Luxury Retail, Regional)

Client Description

Global luxury retail corporation

Job Description

  • The Service Manager provides a single and seamless contact to the business, acting as a liaison between the regional infrastructure & operations team and other regional IT functions or teams in Paris for service-related topics. The Service Manager is accountable for developing and executing a service strategy that ensures an outstanding customer service experience. The Service Manager must also work closely with the country IT teams to coordinate all services deliveries within the respective countries.
  • The role has responsibility for service level management developed by Paris or in the region, and delivery of integrated services. The Service Manager is responsible for Relationship Management related to IT service topics, developing and maintaining support relationships with local IT teams as well as forging new relationships within assigned internal customers. This includes ensuring OLAs and SLAs meet the desired business outcomes and that BAU operation support requirements are developed.
  • The position is responsible for developing risk mitigation strategies to minimize business disruption and ensure service levels are attained. This includes managing Key Performance Indicators (KPIs) of vendor groups in coordination with the service team in Paris. Additionally, the Service Manager must have the ability to work through complex business & internal client challenges and collaborate in developing and implementing solutions.
  • Specific responsibilities include managing the regional service portfolio, documentation for regional asset management, ensuring change management processes, and managing incident and service reports. The Service Manager serves as a client advocate across all regional IT functions and seeks to add value through proactive delivery of existing and new solutions & services.
  • The Service Manager is responsible for any Service Improvement plans resulting from large crises and major quality of service issues until resolution and client satisfaction. Additionally, the role is responsible for development and maintenance of the DRP and BCP Plan with regional teams for service delivery and ensuring the availability of backbone IT systems.
  • Define and create OLAs with local vendors and internal support teams, and develop SLAs based on the OLAs not provided at the Global Level.
  • Attain client service levels and service deliverables based on SLA commitments and proactively review with the business on the evolution and improvements of existing SLAs.
  • Work closely with business teams to ensure the individual service portfolio fulfills business needs.
  • Develop and maintain business relationships and build new relationships with assigned internal clients (jointly with country IT teams).
  • Conduct periodic performance and KPI reviews with service providers based on agreed contractual terms.
  • Maintain a solid working relationship with vendors and manage escalations as required.
  • Communicate effectively with internal business and IT teams, and make sound management decisions.
  • Coach and lead the service team to constantly challenge themselves and display professionalism.

Job Requirements

  • Undergraduate Degrees in Engineering, Computer Science, Information Technology or related technical field.
  • Certificates: PMP or Prince2, ITIL Service Manager / Preferred: CCNA, MCP.
  • Total 15+ years of relevant experience, with at least 8+ years in service management.
  • A minimum of 3 years of proven team leading or management experience managing a team of highly technical staff.
  • Experience in managing the full life cycle of project development.
  • Ability to communicate clearly, concisely, and appropriately with minimal guidance at executive levels.
  • Good understanding of how internal IT can support customers’ needs to enable them and realize their business strategy.
  • Experience in reviewing OLAs and developing SLAs.
  • Implementation of ITIL principles within an MNC.
#J-18808-Ljbffr
  • Manager, AML Reporting

    4 months ago


    Hong Kong, Hong Kong SAR China Corporation Service Company Full time

    Manager, AML Reporting & Compliance Client Services Hong Kong Monday - Friday, 9am - 6pm  Hybrid Some of the things you’ll be doing: Serves as the designated AML compliance officer, money laundering reporting officer and/or deputy money laundering reporting officer to client entities, with the corresponding duties and responsibilities...

  • Senior Manager

    7 days ago


    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Cyberport Management Full time

    Job SummaryWe are seeking a highly experienced and skilled Senior Manager to join our team at Hong Kong Cyberport Management. The successful candidate will be responsible for managing the campus management team to provide professional facilities management services to Cyberport, its tenants, stakeholders, and visitors.Key ResponsibilitiesTeam Management:...

  • Senior Manager

    7 days ago


    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Cyberport Management Full time

    Key Responsibilities: The Senior Manager will lead the leasing team to develop and implement a comprehensive leasing strategy that aligns with the company's vision and mission. This includes: Developing and maintaining relationships with existing tenants to ensure maximum lease renewal rates Soliciting new retail, office, and smart space tenants and...

  • Senior Manager

    7 days ago


    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Cyberport Management Full time

    Job DescriptionJob Title: Senior ManagerCompany: Hong Kong Cyberport ManagementJob Summary:We are seeking a highly experienced Senior Manager to join our team at Hong Kong Cyberport Management. The successful candidate will be responsible for supporting new project planning, coordination, and execution on the Cyberport X Network (CXN) by engaging different...


  • Hong Kong, Central and Western District, Hong Kong SAR China Corporation Service Company Full time

    Job Summary:Corporation Service Company is seeking an experienced AML Compliance Manager to join our team. As a key member of our compliance department, you will be responsible for ensuring the effective implementation and maintenance of our Anti-Money Laundering (AML) program.Key Responsibilities:Develop and implement AML policies and procedures to ensure...

  • Senior IT Manager

    3 days ago


    Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

    Job Title: Senior IT Manager - Service DeliveryAbout the RoleWe are seeking an experienced Senior IT Manager to lead our Service Management team at Classy Wheeler Limited. As a key member of our IT leadership team, you will be responsible for developing and executing a service strategy that ensures an outstanding customer experience.Key...


  • hong kong, Hong Kong SAR China Pathos Consultancy Limited Full time

    The client is an international leading financial institution. They are hiring an experienced senior IT support lead of their IT service team. Responsibilities include, but are not limited to: Manage the internal IT service support team Manage IT projects whenever planning and service delivery are needed Provide troubleshooting and solution to...


  • Hong Kong, Central and Western District, Hong Kong SAR China China Everbright Bank Hong Kong Branch Full time

    Job SummaryWe are seeking a highly experienced and skilled Senior Custody Services Manager to join our team at China Everbright Bank Hong Kong Branch. The successful candidate will be responsible for promoting custody services to institutional clients, managing client relationships, and developing policies and procedures to mitigate risks and improve...


  • Hong Kong, Central and Western District, Hong Kong SAR China Unisys Full time

    About the Role:This is a senior leadership position responsible for managing a service line with a revenue value of up to $2 million. The successful candidate will have a proven track record of delivering high-value services within planned timelines, budget, and quality specifications.Key Responsibilities:Manage a team of up to 35 associates, including their...


  • Hong Kong, Central and Western District, Hong Kong SAR China Eternity Consultants (HK) Limited Full time

    {"Job Title": "Senior Customer Service Manager- EMS", "Job Description": "Job SummaryWe are seeking a highly experienced Senior Customer Service Manager to lead our customer service team in Hong Kong and Shenzhen. The successful candidate will be responsible for delivering high-quality customer services, providing offers to global customers, and reporting to...


  • Hong Kong, Central and Western District, Hong Kong SAR China KPMG China Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as a Senior Manager, Governance and Risk Services. As a key member of our team, you will be responsible for developing and maintaining relationships with clients, leading opportunity pursuits, and providing high-quality consulting services.Key ResponsibilitiesDevelop...


  • Hong Kong, Central and Western District, Hong Kong SAR China Corporation Service Company Full time

    About the Role:The Change Management Specialist will play a key role in ensuring projects meet objectives by increasing employee adoption and usage. This person will focus on the people side of change – including changes to business processes, systems and technology, job role and organizational structures.Key Responsibilities:Assess the change impact and...

  • Senior Manager

    4 months ago


    Hong Kong, Hong Kong SAR China City University of Hong Kong Full time

    Duties Reporting to the Associate Director of Campus Development, the appointee will implement capital development programmes and various AA&I projects; oversee building services installation; report on matters related to infrastructure and renewal, campus master plan, design standards, feasibility studies, annual capital project submissions, procurement...


  • Hong Kong, Central and Western District, Hong Kong SAR China Bureau Veritas Group Full time

    Job Summary:We are seeking a highly experienced and skilled Senior Technical Services Manager to join our team at Bureau Veritas Group. As a key member of our laboratory operations team, you will be responsible for leading and coordinating all activities concerning technical services, ensuring the highest level of quality and efficiency in our testing and...

  • Senior Manager

    4 months ago


    Hong Kong, Hong Kong SAR China Hong Kong Cyberport Management Full time

    Key Responsibilities Assist Head of Campus Management to manage the campus management team to provide professional facilities management services, include but not limited to cleaning, security, landscaping, car parking, event support, finance and budgeting, procurement and tendering, etc. to Cyberport, its tenants, stakeholders and visitorsManage and...


  • Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Cyberport Management Full time

    Job DescriptionJob Title: Senior Project ExecutiveCompany: Hong Kong Cyberport ManagementKey ResponsibilitiesProject Implementation: Assist in developing and implementing programme and campaign plans, ensuring timely and within-budget delivery.Project Management: Independently schedule, arrange, and handle meeting logistics, review recipients' project...


  • Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Cyberport Management Full time

    Key Responsibilities: As a key member of the Hong Kong Cyberport Management team, the Senior Programme Executive will be responsible for: Conducting market research and analysis on the latest fintech trends and applications, including CBSC, Defi, NFT, ESG, Green Finance, RegTech, and other emerging technologies. Building and maintaining relationships with...


  • Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

    **Job Summary**We are seeking a highly skilled and experienced Senior Client Service Manager to join our team at Classy Wheeler Limited. As a key member of our Client Service Unit, you will be responsible for originating technology services and implementation opportunities for our dedicated key accounts.Key Responsibilities:Reporting Line: Client Service...


  • Hong Kong, Hong Kong SAR China Corporation Service Company Full time

    Officer, Regulatory Compliance Services Hong Kong Mon - Fri, 9am - 6pm Hybrid The position  Our Regulatory and Compliance Services (RCS) ensure our clients to meet both their local and global regulatory needs and provide customized support to keep our clients informed of the evolving regulatory requirements impacting their business. Our team based...


  • Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as a Senior International and Premier Servicing Manager. This critical global role will support the delivery of our broader Retail Banking and Wealth Management strategy, accountable for designing and executing world-class customer experiences for our International...