Service Delivery Manager

7 days ago


Kowloon, Hong Kong SAR China CL Technical Services Ltd. Full time

Service Delivery Manager (ITIL, $45K-$50K) Lead teams to effective service delivery based on ITIL process framework. Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business users for service delivery. Interact with multiple customers to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs. Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed. Proactively drive the resolution of incidents, planned/unplanned changes and ad-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties. Prepare regular operation reports on overall platform status (including capacity, performance, service level & etc.). Responsibilities Lead and manage teams across service desk, helpdesk, infrastructure, vendors and business users. Understand and monitor Service Level Agreements with multiple customers. Ensure high quality service through scope definition, due diligence and assessment. Drive resolution of incidents, changes and client issues, escalating timely. Prepare comprehensive operation reports on platform status. Job Requirements Degree or above. At least 4-5 years of relevant experience. Experience in change, incident, problem and vendor management. Experience in IT support, end user support, system administration and networking. Experience in IT service management such as ITILv4 framework. Knowledge of information security services and products (Firewalls, IPS, Web, DLP, Cloud Security, etc.). Holder of ITIL certifications is must. If interested in the above post, please send full resume with academic background, work history, current and expected salary via . The personal information collected is strictly for recruitment purpose only. #J-18808-Ljbffr



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