Company Description: A leading telecommunications and technology service provider offering comprehensive information and communications technology solutions.
Location: Kowloon Bay
Nature: 1-Year Renewable Secondment Contract
• Lead teams to ensure effective IT service delivery based on the ITIL process framework.
• Coordinate with multiple cross-functional teams including service desk, helpdesk, infrastructure, external vendors, and business users.
• Manage client relationships and collaborate with multiple stakeholders to ensure service level agreements align with business expectations.
• Define service scope clearly and continuously conduct due diligence along with operational assessments to maintain service quality.
• Drive proactive resolution of incidents, planned and unplanned system changes, and ad-hoc client technical escalations.
• Prepare regular operational reports covering overall platform status, including system capacity, service level metrics, and performance.
Requirements
• Degree holder in Information Technology, Computer Science, or a related discipline.
• Possess 5 to 8 years of relevant IT experience, with at least 5 years in a managerial or supervisory capacity.
• Proven track record in change management, incident management, problem management, and vendor management.
• Solid background in IT technical support, end-user services, system administration, and network fundamentals.
• In-depth expertise in IT service management frameworks, specifically ITIL v4.
• Valid ITIL certification is required.
• Prior experience or practical knowledge in retail store support is an advantage.
• Strong interpersonal skills with demonstrated ability to build effective relationships across all organizational levels.
• Strong analytical, problem-solving, negotiation, and stakeholder influence capabilities.
• Excellent verbal and written communication skills in both English and Chinese.
Employment terms
• Standard working schedule from Monday to Friday, 09:00 to 18:00.
• 1-year contract engagement under a secondment arrangement.
