Information Technology Service Delivery ManagerJob Summary
Responsible for developing, implementing, and setting up IT service desk services.
This position also plays an important role in providing IT Service Desk support services to end-users in Hong Kong, APAC, and a few other countries.
Responsibilities
Set up IT service desk and development team to support end-users and global IT team.
Develop and implement strategic plans to streamline IT operations and development services.
Develop service models and knowledge bases for end-user support.
Develop and maintain SOPs, SLAs, and KPIs of IT service desk services.
Monitor and measure team performance to facilitate process improvements.
Provide and develop end-user training for internal systems and ERP systems.
Work independently or collaboratively with local and global IT teams to provide IT services.
Support implementation of global projects, and APAC IT local operations and support.
Prepare IT end-user training materials for end-user support services.
Assist in APAC IT and server room facilities support services.
Requirements
Degree in Computer Science, Information Technology, or other related disciplines.
Minimum 5 years of related working experience in IT service desk processes and management.
Experience in ITSM operation and process management systems such as Ivanti, Freshworks, and Manage Engine.
Strong experience in running and setting up SOPs, SLAs, and KPIs for IT service desk teams.
Solid experience in Microsoft 365 and Microsoft products (Windows, Teams, Power Automate, SharePoint) and relevant support skills.
A strong sense of responsibility, customer-facing skills, and good problem-solving abilities.
A team player with excellent communication and interpersonal skills.
Self-motivated and takes ownership of job responsibilities.
Fluent in written and spoken English, Cantonese, and Mandarin.
Seniority LevelMid-Senior level
Employment TypeFull-time
Job FunctionInformation Technology
IndustriesMedical Equipment Manufacturing and Health and Human Services#J-18808-Ljbffr