Company: This company is a leading provider of telecommunications and IT services, delivering innovative solutions that enhance connectivity and operational efficiency for businesses. Their focus on customer satisfaction drives their commitment to service excellence.
Location: Kowloon Bay
Nature: Permanent
• Lead teams to ensure effective service delivery based on the ITIL process framework.
• Coordinate various teams, including service desk, helpdesk, infrastructure, vendors, and business users, for seamless service delivery.
• Engage with customers to understand Service Level Agreements and ensure responsiveness to their needs.
• Maintain high-quality client service by clearly defining service scope and conducting ongoing assessments.
• Proactively address incidents, planned and unplanned changes, and client issues, ensuring timely escalation as needed.
• Prepare regular operational reports on overall platform status, including capacity, performance, and service levels.
• A degree in Information Technology or a related field.
• At least ten years of relevant experience, with five years in a managerial role.
• Experience in change, incident, problem, and vendor management.
• Background in IT deskside support, system infrastructure support, storage, networking, cloud, and cybersecurity.
• Familiarity with IT service management frameworks such as ITIL v3 and v4.
• Professional certifications such as CCNP, MCSE, or ITIL are advantageous.
• Ability to build strong relationships across all organizational levels.
• Excellent analytical, persuasive, influential, and problem-solving skills.
• Strong communication skills in both written and spoken Chinese and English.