Senior IT Manager – Service Management Expert

4 weeks ago


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

Job Overview

We are seeking an experienced Senior IT Manager to lead our Service Management team in Luxury Retail, Regional. This is a critical role that requires a strategic thinker with exceptional leadership skills and technical expertise.

About Classy Wheeler Limited

As a leading luxury retail corporation, we pride ourselves on delivering exceptional customer experiences through innovative technology solutions. Our global presence requires a seamless and integrated service management approach, ensuring our customers receive the best possible support.

Salary Range: $140,000 - $160,000 per year

Job Description:

  • Develop and execute a comprehensive service strategy that aligns with our business objectives.
  • Provide expert leadership to the Service Management team, driving process improvements and efficiency gains.
  • Maintain strong relationships with internal stakeholders, including country IT teams, to ensure aligned service delivery.
  • Collaborate with vendors to negotiate service level agreements (SLAs) and operation level agreements (OLAs).
  • Ensure service levels meet or exceed desired business outcomes, minimizing disruptions and maximizing customer satisfaction.
  • Manage key performance indicators (KPIs) for vendor groups, promoting continuous improvement and innovation.
  • Coach and develop high-performing team members, fostering a culture of excellence and accountability.
  • Analyzing data to make informed decisions and drive business growth.
  • Development of incident and service reports to improve future services.

Requirements:

  • Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
  • 15+ years of relevant experience, with at least 8+ years in service management.
  • A minimum of 3 years of proven team leadership experience managing highly technical staff.
  • PMP or Prince2 certification, with ITIL Service Manager preferred.
  • Strong communication and interpersonal skills, with ability to communicate effectively with executive-level stakeholders.
  • Experience reviewing OLAs and developing SLAs.

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