IT Service Management Executive
5 days ago
About Our Company
Classy Wheeler Limited is a renowned telecommunications and digital services provider in Asia, striving to deliver unparalleled customer satisfaction.
Job Profile
The IT Service Management Executive will be responsible for coordinating our service desk, helpdesk, infrastructure, vendors, and business user teams to ensure seamless service delivery, adhering to ITIL process frameworks.
Key Responsibilities:
- Lead service delivery teams in adherence to ITIL process frameworks, ensuring efficient service delivery.
- Cultivate strong relationships with customers to ensure understanding and compliance with Service Level Agreements (SLAs).
- Develop and maintain high service quality by defining clear service scopes and conducting regular assessments.
- Manage resolutions for incidents, changes, and client issues, including timely escalations, to minimize service disruptions.
- Prepare and compile regular operational reports detailing platform status, including capacity, performance, and service levels.
Requirements:
- Bachelor's degree in Information Technology or a related field.
- At least 8 years relevant experience, including 5 years in a managerial role, preferably in a similar position.
- Expertise in IT support, system administration, and networking, as well as familiarity with ITILv4 framework and service management practices.
- Knowledgeable in Microsoft Windows, Linux, Cloud technologies, and Desk-side support, with certifications in MCP, Redhat Linux, AWS, Azure, and ITIL advantageous.
- Excellent analytical, persuasive, influential, and problem-solving abilities, with strong communication skills in both written and spoken Chinese and English.
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