Service Delivery Manager

Full Time
Quarry Bay
Posted 1 month ago

Responsibilities:

• Ensure the Statement of Work, Service Level Agreement, and reporting documents are accurately delivered according to the service agreements between customer and Fujitsu

• Plan, develop, integrate, and utilize the proper tools, process and resources to ensure the management, delivery and support services are performed according to contractual commitments

• Provide leadership, guidance, and directions to a highly technical staff, and be a point of escalation for customer inquiries, and provide high quality customer support

• Collaborate closely with Fujitsu Service Desk, Operation Teams and System Integration Teams which perform day-to-day support activities

•  Review the service level reports at high level, identify service exceptions, breakdowns/gaps, trends and recommends intermediate and long-term solutions if needed

• Ensures service processes and documentation are well developed, structured, in place and accessible

• Assist in assessing new services opportunities to expand and create additional new business, contribute to the Business growth

Requirements:

• Bachelor degree in Computer Science, Information Technology or related discipline

•  Minimum 10 years in ICT industry, including at least 5 years of experience in technical and/or project leadership role

• Excellent communication skills at all levels of internal and external organization

• Proficiency in Service Delivery Management and Service transition

• Knowledge in Server, Storage, backup, Virtualization and Cloud Technologies (AWS/Azure)

• Knowledge in service management tools, such ServiceNow

• Current ITIL Certification

• Experiences in global supply chain for consumer goods including trading, logistics, distribution and retail is an advantage

• Experiences in Regional Retail Management is an advantage

• Excellent communication skills in English, Cantonese and Mandarin

Job Features

Job CategoryIT, IT Support

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