Manager, Connectivity Service Delivery (New Position)

Leadingnation; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

iAdvantage Limited (互聯優勢有限公司) is seeking an experienced Data Centre Connectivity Operations Lead to manage daily delivery of cross-connect, fibre, and carrier services across multiple data centre facilities. The role requires 10–15 years in telecom/data centre operations with strong leadership and incident management skills.

You will collaborate with customers, vendors and internal teams to ensure service levels, capacity planning and continuous improvement.

Qualifications

• Degree in Telecommunications/Electrical/IT or related field
• 10–15 years in data centre operations or telecom service delivery
• Minimum 5 years in supervisory/leadership roles
• Familiar with cross-connect, fibre, MMR, ODF, and cabling standards
• Strong incident, problem-solving, and governance experience
• Proficient in English and Chinese communication

Responsibilities

• Manage daily delivery and operation of connectivity services across data centre facilities
• Oversee provisioning of cross-connect, fibre, MMR, ODF, rack-to-rack, and carrier connectivity services
• Ensure service requests are met within SLAs and standards
• Lead service activation, migration, suspension, and termination activities
• Act as Tier-2 escalation point for connectivity incidents and customer issues
• Drive incident investigations, service restoration, and root-cause analysis
• Monitor telecom resources and plan capacity for growth
• Coordinate with customers, carriers, vendors and internal teams on delivery
• Oversee audits, compliance, business continuity and service quality assurance

Skills

Leadership

Communication

Incident management

Troubleshooting

Customer service

English language

Chinese language

Education

Bachelor's degree in Telecommunications Engineering

Tools

OTDR

Fluke DSX Cable Analyzer

Optical Power Meter

Job description

Company Overview:

iAdvantage Limited (互聯優勢有限公司) (“iAdvantage”) is the wholly-owned subsidiary of SUNeVision Holdings Ltd (SEHK:1686).

SUNeVision, the technology arm of Sun Hung Kai Properties, stands as Hong Kong’s largest data centre provider. Established in 1999, SUNeVision has been at the forefront of delivering best-in-class, carrier and cloud-neutral data centre services. With over two decades of experience in data centre design, construction, and management, we empower our customers to leverage our expertise in identifying the most suitable solutions for their IT infrastructure requirements.

Responsibilities:

• Manage daily delivery and operation of connectivity services across all data centre facilities.

• Oversee provisioning of cross-connect, fibre optic, MMR, ODF, rack-to-rack, and carrier connectivity services.

• Ensure customer service requests are delivered within committed service levels and operational standards.

• Manage service activation, migration, suspension, and termination activities.

• Act as the Tier-2 technical escalation point for connectivity service incidents, service degradation, customer complaints, and operational issues.

• Lead incident investigation, service restoration, root cause analysis, and preventive improvement activities.

• Monitor utilisation of telecom infrastructure resources and develop expansion plans to support business growth and customer demand.

• Manage and monitor ticket queues to ensure service requests, incidents, and work orders are handled in accordance with service level commitments.

• Ensure connectivity services comply with company standards, customer requirements, and industry best practices.

• Monitor service performance and prepare operational reports, service statistics, KPI reports, and management reports.

• Coordinate with customers, carriers, vendors, contractors, and internal teams regarding service delivery and operational matters.

• Support operational audits, compliance requirements, business continuity planning, and service quality assurance activities.

• Manage vendor performance and support service-related procurement activities.

• Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction.
  

Requirements:

• Degree or above in Telecommunications Engineering, Electronic Engineering, Computer Engineering, Information Technology, or related disciplines.

• 10-15 years' experience in data centre operations, telecommunications service delivery, connectivity services, network operations, or related industries.

• Minimum 5 years' supervisory experience in service delivery, operations management, service desk management, or technical support management.

• Familiar with data centre connectivity services, including cross-connect services, fibre optic services, carrier interconnection services, MMR operations, ODF systems, and structured cabling infrastructure.

• Solid experience in incident management, problem management, service provisioning, SLA management, and operational governance.

• Experience managing customer escalations, service desk operations, ticketing systems, and operational support teams.

• Experience managing Data Centre Field Engineers, shift rosters, manpower planning, and 24x7 operational support environments.

• Familiar with structured cabling standards and industry best practices, including ANSI/TIA-568, ANSI/TIA-942, ISO/IEC 11801, and BICSI standards.

• Hands-on experience with fibre optic and copper cabling testing equipment, including OTDR, Optical Power Meter, Fluke DSX Cable Analyzer, and related certification tools.

• Good understanding of Layer 1 connectivity infrastructure, telecommunications services, and data centre operations.

• Experience managing vendors, contractors, carriers, and service providers.

• Good command of both written and spoken English and Chinese.

• Strong leadership, communication, customer service, troubleshooting, incident management, and problem-solving skills.