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Service Delivery Manager Lead

2 weeks ago

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

About Classy Wheeler Limited

We are a renowned telecommunications and digital services provider in Asia, committed to delivering exceptional customer satisfaction.

Job Overview

The Service Delivery Manager Lead will lead our service delivery teams in adherence to ITIL process frameworks, ensuring seamless service delivery across all levels of the organization.

Key Responsibilities:

  • Coordinate service desk, helpdesk, infrastructure, vendors, and business user teams for efficient service delivery.
  • Engage with customers to ensure understanding and compliance with Service Level Agreements (SLAs).
  • Maintain high service quality by defining clear service scopes and conducting regular assessments.
  • Proactively manage resolutions for incidents, changes, and client issues, including timely escalations.
  • Compile regular operational reports detailing platform status, including capacity, performance, and service levels.

Requirements:

  • Bachelor's degree in Information Technology or a related field.
  • Minimum of 8 years relevant experience, including at least 5 years in a managerial role.
  • Proficient in change, incident, problem, and vendor management.
  • Experienced in IT support, system administration, and networking.
  • Familiarity with ITILv4 framework and service management practices.
  • Knowledgeable in Microsoft Windows, Linux, Cloud technologies, and Desk-side support.
  • Professional certifications such as MCP, Redhat Linux, AWS, Azure, ITIL are advantageous.
  • Ability to build strong relationships across all levels of the organization.
  • Excellent analytical, persuasive, influential, and problem-solving abilities.
  • Strong communication skills in both written and spoken Chinese and English.