Responsibilities:
- Support the Managed Service team in delivering infrastructure support for our VIP customers
- Maintain processes and procedures to support IT end-user operation
- Support all aspects of wider service delivery, including ITSM systems
- Be the primary point of contact for general day to day questions raised by the Service Desk and escalations reported by end-user
- Establish and manage service level agreements in consultation with business leads, ensuring their ongoing effectiveness, efficiency and costs are reviewed, taking necessary action to ensure that quality of service, performance, availability and cost targets are met and that overall service delivery is balanced with available resources
- Provide both technical and non-technical leadership to the Technical Support Team dealing with escalated issues ensuring compliance with relevant corporate policy, procedures and conventions
Requirements:
- Experience of leading and managing staff in a similarly complex technological environment
- Experience of managing technical services across both hardware and software solutions
- Experience of chairing meetings and giving presentations on all aspects of the role
- Previous experience of working in an ITIL based IT Service Management environment
- ITIL Certification (Service Management), or equivalent framework experience
- Knowledge and understanding of Industry Best Practice and relevant guidelines
- Significant knowledge of relevant IT technologies, their use and application.
- Comprehensive knowledge, acquired through hands-on experience, in a specialist technical support environment
- More experience candidate can apply for the post of Senior Service Manager
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***Permanent Hong Kong Resident is preferred. Expected Salary in CV is needed for consideration***
All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients