IT Service Manager - ITIL & Store Support (5–8 yrs)

Classy Wheeler Limited; Hong Kong; On-site; HKD 550,000 - 700,000; Full time

Job summary

Classy Wheeler Limited in Hong Kong is seeking a Project Manager to lead IT service management initiatives under the ITIL framework. You will coordinate across service desk, infrastructure, vendors, and business users to ensure high-quality IT service delivery.

The role requires 5–8 years of IT experience with at least 5 years in management, ITIL v4 certification, and strong English/Chinese communication. This is a 1-year secondment based in Kowloon Bay with regular SLA and incident management

Qualifications

• 5–8 years 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.
• ITIL v4 expertise with valid ITIL certification.
• Background in IT service management, end-user services, system administration and network fundamentals.
• Retail store support experience is an advantage.
• Strong communication in English and Chinese.

Responsibilities

• Lead teams to ensure effective IT service delivery based on the ITIL framework.
• Coordinate with service desk, helpdesk, infrastructure, external vendors and business users.
• Manage client relationships and align SLAs with business expectations.
• Define service scope and perform due diligence and operational assessments.
• Drive proactive resolution of incidents and system changes; handle escalations.
• Prepare regular operational reports on platform status, capacity, SLAs and performance.

Skills

Leadership

Stakeholder management

Analytical thinking

Negotiation

Communication (English & Chinese)

Education

Degree in Information Technology or Computer Science

Job description

Classy Wheeler Limited in Hong Kong is seeking a Project Manager to lead IT service management initiatives under the ITIL framework. You will coordinate across service desk, infrastructure, vendors, and business users to ensure high-quality IT service delivery.

The role requires 5–8 years of IT experience with at least 5 years in management, ITIL v4 certification, and strong English/Chinese communication. This is a 1-year secondment based in Kowloon Bay with regular SLA and incident management