Delivery Excellence Leader

3 days ago

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

About Us: Classy Wheeler Limited is a forward-thinking organization that prides itself on delivering exceptional service to our clients. We are seeking an experienced professional to lead our Service Delivery team and drive operational excellence in a dynamic environment.

About the Role:

  • We are offering a competitive salary of $120,000 - $180,000 per annum, commensurate with experience.

Key Responsibilities:

As a Delivery Excellence Leader, you will play a pivotal role in ensuring the seamless delivery of services to our clients. Your key responsibilities will include:

  • Driving client satisfaction through proactive communication and collaboration with cross-functional teams.
  • Leading by example, influencing behavior, and driving operational excellence across the organization.
  • Acting as the highest point of accountability for incident and problem management, ensuring timely resolution and minimizing downtime.
  • Overseeing end-to-end service delivery, from planning to execution, to meet or exceed customer expectations.
  • Fostering a culture of continuous improvement, identifying areas for enhancement, and implementing process changes to optimize efficiency and effectiveness.
  • Developing and executing client touchpoint strategies to mitigate surprises and ensure smooth delivery.
  • Managing to the Account Financial Plan (AFP) to ensure fiscally responsible delivery, avoiding penalties, and meeting Service Level Agreements (SLAs).
  • Conducting daily ops calls to ensure a structured cadence and minimize variance in service delivery.

Requirements:

To succeed in this role, you will need to possess:

  • A Bachelor's degree in Information Technology, Management, Computer Science, or relevant disciplines.
  • A minimum of 8 years' experience in Internet-related IT project management within a large-scale technology environment, managing projects with contract values over HK$15M.
  • A good understanding of the commercial context of the industry and the vast range of IT operations and service offerings.
  • Able to manage capability-related work and drive a diverse team of employees and suppliers to deliver to rigorous requirements.
  • Ability to successfully interact with varying levels of Group and client leadership.
  • Positive attitude, fast-learning, energetic, able to perform in a challenging environment.
  • Good command of spoken and written English and Chinese.

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