(Senior) Manager, IT Service Management

Job Title: (Senior) Manager, IT Service Management
Contract Type: Permanent
Location: Hong Kong
Salary: Negotiable
Reference: 251554
Contact Name: Kelvin Lau
Contact Email:
Job Published: November 21, 2022 09:57

Job Description

Our client is a listed global electronics manufacturers especially with their green technologies. They are now recruiting a Senior Manager of Service Delivery to join the team. Leading a sizeable team across multiple regions, the ideal candidate would be someone who could oversee IT support, enhance the collaboration between infrastructure and service support team, define and enhance service delivery standard and manage services related projects. On top of a competitive remuneration package, flexible WFH policy and family-oriented medical coverage will also be provided.

The responsibilities this position will cover:

  • Review existing IT support process and workflow to identify opportunities to enhance quality of service management including service request handling, incident and problem management process and escalations procedure
  • Define scope of duties, SLA and KPI for IT service areas
  • Establish pilot projects and collaborate with regional and global operations on different service delivery aspects such as requirement analysis, solution design, incident ticket trend analysis to improve overall IT support services quality
  • Participate in technical proposal and budget planning
  • Support IT audit processes and assist other relevant infrastructure projects

The ideal traits that the candidate would possess:

  • Degree holder in relevant field with minimum 6 years' working experience in related service delivery/IT support duties
  • Technically proficient with ITSM tools such (i.e. CA, ManageEngine, ServiceNow, etc)
  • Good understanding on Windows based infrastructure (M365, Teams, SharePoint, OneDrive), Active Directory, virtualization (Hyper-V, VMWare or Citrix) and Cloud platform (Azure or AWS) is advantageous
  • Qualifications such as MCSE / MCITP / ITIL is advantageous
  • Strong interpersonal skills and can work well with stakeholders across various seniority level from multiple regions
  • Fluent communication, both written and spoken, in English and Chinese

To apply online, please click the 'Apply' button below. For a confidential discussion about this role please contact Kelvin Lau at or +852 2833 4138.