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IT Service Delivery Assistant Manager (Helpdesk Division)

Job Title: IT Service Delivery Assistant Manager (Helpdesk Division)
Contract Type: Permanent
Location: Kowloon, Hong Kong
Industry:
Salary: Negotiable
Reference: 51514_1672719880
Contact Name: Harry Yau
Contact Email: harry.yau@kos-intl.com
Job Published: January 03, 2023 12:24

Job Description

About the client

Our client is a listed conglomerate with a solid foundation in the local market, and currently, they are looking for an Assistant IT Service Manager to supervise their group-level L1/2 IT Support operation.

About the role

  • Leading IT helpdesk/service desk teams and coordinating with application and infrastructure teams to deliver smooth overall IT operation
  • Managing IT helpdesk team and vendors on their service delivery quality through monitoring KPI, SAL, etc.
  • Handling and coordinating emergency change in a timely manner
  • Maintaining IT operation procedures and policies for efficiency enhancement, such as incident management, change management and problem management
  • Analyzing requirements from relevant business stakeholders(e.g. IT/operation/business) to refine IT service strategy, such as change management, escalation procedure, service quality review

Requirements

  • Bachelor degree holder in Computer Science, Information Technology or related discipline
  • Minimum 5 years of relevant working experience, with at least 3 years in IT support function supervision/service delivery/project management in enterprise-level/multinational companies (>300 users)
  • Solid experience in vendor management, team leading, and business stakeholder liaison
  • With insights into group-level digital transformation/migration process in the application, infrastructure and IT security sector
  • With project experience/insights in ticketing system migration/IT service standard revamp/Cloud migration is a plus
  • With good communication, analytics, and problem-solving skills
  • Holder of ITIL/PMP is preferred
  • Good command of English and Chinese(Mandarin & Cantonese)

Click "Apply Now" to apply for this position or call Harry Yau at +852 3180 4936 for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.