Director, Service Delivery

Alexis Services; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

Alexis Services is seeking a seasoned Service Delivery leader to own end-to-end performance across client portfolios. You will drive operational excellence, standardize processes, and lead a高-performing team of managers and support staff in Hong Kong.

You will act as a senior escalation point, maintain executive relationships with clients, and oversee capacity planning, margins, and profitability. A strong ITIL background and PMP/PRINCE2 preferred will support delivery excellence.

Qualifications

• 12+ years of progressive experience in IT service delivery or managed services, with leadership experience at Director/Senior Manager level.
• Proven track record of managing multi-client or complex portfolios with strong SLA and client satisfaction outcomes.
• Solid understanding of ITIL-based service management in technology services/outsourcing.
• Strong commercial awareness and ability to discuss performance in contracts, margins, and P&L.

Responsibilities

• Lead the Service Delivery function to consistently meet SLAs, KPIs, and client satisfaction targets.
• Drive operational excellence through process standardization and continuous improvement.
• Build and mentor a high-performing team of delivery staff and leads.
• Act as senior escalation point and trusted advisor for key clients with executive relationships.
• Oversee resource planning, capacity management, and portfolio profitability.
• Collaborate with Sales, Solution Architecture, and Operations for seamless win-to-delivery transitions.
• Contribute to the service strategy, new offerings, and delivery model evolution.
• Maintain full P&L ownership of projects and teams' financials.

Skills

Leadership

Stakeholder management

People management

ITIL-based service management

Contract & P&L awareness

C-level engagement

Education

Bachelor’s degree in a relevant discipline

ITIL certification

PMP/PRINCE2 certification

Job description

Your Next Platform

A well-established technology services organization delivering managed IT services, infrastructure solutions, and digital transformation programmes to enterprise clients across the region. The company is known for its strong operational discipline, client-centric culture, and focus on scalable, high-reliability service models. This role sits at the heart of the delivery organization and carries significant accountability for client outcomes, operational excellence, and team leadership.

Your Scope

You will own end-to-end service delivery performance across the portfolio of clients and service lines. Key responsibilities include:

• Leading the Service Delivery function to ensure consistent achievement of contractual SLAs, KPIs, and client satisfaction targets
• Driving operational excellence through process standardization, continuous improvement, and adoption of best-practices
• Building, developing and managing a high-performing team of service delivery managers, technical leads, and support staff
• Acting as the senior escalation point and trusted advisor for key clients, maintaining strong executive-level relationships
• Overseeing resource planning, capacity management, and commercial health of the delivery portfolio (including margin and profitability awareness）
• Collaborating closely with Sales, Solution Architecture, and Operations teams to ensure smooth transition from win to steady-state delivery
• Contributing to the broader service strategy, including new service offerings, automation initiatives, and delivery model evolution
• Full P&L ownership of projects and team’s financial responsibilities

Your Credentials

• 12+ years of progressive experience in IT service delivery or managed services, with at least 5 years in a leadership role at Director / Senior Manager level
• Proven track record of running multi-client or complex service portfolios with strong SLA and client satisfaction outcomes
• Solid understanding of ITIL-based service management and experience operating in a technology services / outsourcing environment
• Strong commercial awareness and comfort discussing service performance in the context of contracts, margins, and P&L responsibilities
• Excellent stakeholder management skills, with the ability to operate confidently at C-level with both clients and internal leadership
• Demonstrated success in people management, including building, coaching, and retaining delivery teams
• Bachelor’s degree in a relevant discipline; ITIL certification and/or PMP/PRINCE2 preferred
• Based Hong Kong with business travels as and when required

This is a high-visibility role with clear ownership of results and significant influence on client retention and growth.