Based in Hong Kong. Mainly support Hong Kong/Macau operation/offices/retailing shops

Our client is a top 5 leading global Apparel and Fashion brand (similar to LV, Gucci, Chanel, Ferragamo)

 

Job Purpose:

 

The Service Delivery Manager will act as single focal point to manage overall service delivery and support in designated country to maintain SLA and ensure end user satisfaction to IT users.

 

The role should demonstrate the best practice of project management and service management from infrastructure and application support aspects.  The role also need to assist the project delivery of global and regional projects on both Infrastructure and application aspects, and coordinate internal resources (Subject Matter Experts) and external resources to support daily operation and project delivery.

 

This role act as a partner / advisory to the business with relevant solutions fulfilling business, budgetary and technical requirements to meet current and future needs.  Effective and efficient communication skill is essential to deliver these challenging initiatives and to manage activities across IT teams within the APAC region.

 

Key Responsibilities

 

Infrastructure Service Management

 

Ø     Act as in-country Service Management to manage incident, problem resolution with regional service desk, in country end user computing support team, offshore support vendors
Ø     Execution of change and enhancement strategy from Regional Infrastructure & Operation Management
Ø     Monitor and maintain high performing service delivered / provisioned by region and/or third party vendors, including IT Service Desk and Desktop Support.
Ø     Manage external service vendors to maintain the health of local infrastructure in market and liaise to provide timely onsite support to address incidents.
Ø     Owner of the market’s incident, support and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
Ø     Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.  
Ø     Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.  
Ø     Accountable for the quality of service and performance provisioned to the market; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

 

Application Support
Ø     Liaises with regional application team ensure local IT manager is able to monitor and maintain local and regional applications in the market, ensure quality solution delivered / provisioned by region and/or third party vendors.

 

Ø     Liaises with external solution vendors and/or India SSC, SolCen, to ensure local IT manager can maintain the health of local and regional applications in market and timely onsite support to address incidents.

 

Project Delivery

 

Ø     Act as in-country delivery manager to govern infrastructure delivery activities on new sites establishment, renovation, relocation
Ø     Liaises with regional application project team and local IT manager to deliver application successfully
Ø     Champion service and support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.  
Ø     Manage regional service vendor(s) to deliver projects, including new openings/renovations of boutiques/counters, as required by business or follow the regional IT project plan.
Ø     Work with internal and/or third party teams to ensure project management and project execution according to plan.
Ø     Advisory on quotation and budget from 3^rd party vendor and suggest alternate solution

 

Budgetary and Performance

 

Ø     Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
Ø     Manage and monitor market service delivery budget as required.
Ø     Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.
Ø     Responsible on budgetary forecast for in country Service and Infrastructure delivery
Ø     Assist Regional IT manager – Service Management & Operation Management to manage regional level budgetary and performance management

Service Delivery Management Status Reporting
Ø     Provide regular status report on Infrastructure Service Management, Application Support, Project Delivery, Budgetary and Performance Management to Senior IT Managers – Service & Operation.

 

Audit

 

Ø     Response to auditor’s request of Service Delivery information in internal and external audit
Ø     Follow up the auditor’s comment on a timely manner

 

Other works as assign

 

 

Requirements

 

MANDATORY

 

Ø     Undergraduate Degrees in Engineering, Computer Science, Information Technology or related technical field
Ø     PMP

 

Ø     MCP

 

Ø     ITIL V3 (Immediate Level)

 

PREFERRED

 

Ø     ITIL V3 Expert

 

Work Experience

 

Ø     At least 10+ years hands on experience in Service Delivery Management with production infrastructure and application support experience
Ø     Experience with infrastructure project delivery
Ø     Working experience in MNC or retail industry is a Must

 

Functional/Technical Expertise

 

Ø     Solid experience on IT Service Management lifecycle including Service Strategy, Service Design, Service Operation (Incident, Problem, Change Management), and continual service improvement.

 

Ø     Solid knowledge in IT Application Support flows inside retail domain

 

Ø     Technical knowledge of current technologies on network, server, collaboration and security aspects
Ø     Technical knowledge of VMWare, EMC, IBM Server Systems, Citrix, RemoteApp, BackupExec
Ø     Technical knowledge on MS Windows server administration and patching management
Ø     Technical knowledge of network protocols such as TCP/IP, HTTP, NTP, SNMP
Ø     Technical knowledge on major voice and video conferencing technology including Cisco
Ø     Technical knowledge on network and communication software including router, switch, wireless controller, access point, call manager, video conferencing appliance, etc
Ø     Product knowledge on administrating of security appliance including ASA Firewall, Forcepoint, Cloudi-fi (Zscaler), etc
Ø     General understand on security tools
Ø     Service Delivery Knowledge working with cloud computing; preferably AWS, Azure

 

Required Competencies

 

Ø     Solid understanding of Security, Information & Communication Technology (ICT), Data Center, Server System, Storage and Cloud technology and an interest in following the trend of technology evolutions

 

Ø     Holistic view of ICT and Server System operations and interfacing with other infrastructure and application teams

 

Ø     Organized, self-motivated, enthusiastic and proven rapid learning capability

Ø     Proven multi-tasking skills and desire to resolve problems with a positive ‘can-do’ attitude
Ø     Strong service management skill and project management skill with solid proven track record
Ø     Innovative problem solving, design and testing skills with a passion to deliver
Ø     Confidence and flexibility to often work under significant pressure to deliver effective and high quality solutions and designs
Ø     Flexible approach to working hours

Job keywords/tags:  Customer Success , Client Service , Customer Support , US , Software