Manager (IT Service Delivery)

Hactl - Hong Kong Air Cargo Terminals Limited; Hong Kong; On-site; HKD 700,000 - 1,000,000; Full time

Benefits offered by this job

Chinese New Year bonus

managerial bonus

transport subsidy

employer topped-up MPF contributions

medical benefits (including family)

voluntary dental coverage (including)

life insurance

birthday leave

extra annual leave

marriage leave

maternity leave

paternity leave

newborn baby gift

sports centre

free shuttle bus

Job summary

Hong Kong Air Cargo Terminals Limited (Hactl) is seeking an IT Service Delivery Manager to lead 24/7 end-user computing and IT service operations under ITIL. You will manage in-house and outsourced teams, drive a strategic roadmap, and align with business stakeholders to ensure reliable, high-quality IT services for office and warehouse environments.

The ideal candidate has a solid track record in service delivery, 8+ years of experience, ITIL certification, and strong vendor & stakeholder

Qualifications

• Degree in Computer Science, Information Technology or related discipline.
• 8+ years of proven IT service desk or service delivery experience, preferably in 24/7 operations.
• ITIL certification and prior ITSM implementation/operational experience preferred.
• Strong supervisory, vendor management and stakeholder management skills.

Responsibilities

• Lead and manage in-house and outsourced IT support to deliver 24/7 deskside service.
• Develop and drive end-user computing roadmap for desktops, laptops, mobile devices and software.
• Evaluate, select, and implement end-user computing solutions.
• Oversee budget planning for IT service delivery and procurement processes.
• Ensure SLAs are met and monitor service performance with stakeholders across departments.
• Collaborate with infrastructure, security and other IT teams to ensure seamless delivery.

Skills

Supervisory

Vendor management

Stakeholder management

Continuous improvement

ITIL knowledge

Education

Bachelor’s degree in Computer Science/IT or related

Job description

Hong Kong Air Cargo Terminals Limited (Hactl) is one of the world’s leading air cargo terminals. We operate SuperTerminal 1, a world class facility to provide excellent and highly efficient services to our airline customers and freight forwarding agents. The robust growth in the air cargo and logistics industry creates exciting job opportunities to professionals who share our vision and have a drive to succeed.

Role

We are looking for an enthusiastic and hands-on IT Service Delivery Manager to deliver effective and satisfactory IT services for office users and 24/7 warehouse operations in accordance with the ITIL framework and the use of ITSM system.

Key Duties

Leadership, Projects & End-user Computing Roadmap

• Lead and manage in-house support team and out-sourced service provider to deliver reliable 24/7 deskside service.
• Derive practical end-user computing roadmap for desktops, laptops, mobile devices and software.
• Continuously lead the evaluation, selection, and implementation of end-user computing solutions.
• Follow company procurement procedures on solution sourcing, obtaining quotations, solution evaluation and preparing procurement documents.
• Plan and manage IT service delivery annual budget.

24/7 IT Service Delivery Operations

• Oversee user support services, including VIP support and IMAC activities for new hires, leavers and office relocations.
• End-user IT hardware setup, configuration, troubleshooting and replacement.
• Deploy build images and software to end user devices such as desktops, laptops, tablets and mobile handheld devices.
• Ensure critical printing service is robust with satisfactory performance and quality.
• Troubleshoot & timely fix issues on end-user devices and software.
• Manage end-user computing incidents and contingency response.
• Manage lifecycle of end-user devices and software via the use of Asset Management system.
• Monitor service performance and ensure all agreed SLAs are met.

Stakeholder Collaboration

• Partner closely with different departments and IT teams such as infrastructure, applications, security and other cross-functional teams to ensure seamless delivery.
• Engage with business stakeholders to understand requirements, translate them into technical solutions and delivery roadmap and ensure quality delivery.

Requirements

• Degree in Computer Science, Information Technology or other related disciplines.
• 8+ years of proven IT service desk or service delivery experience, preferably in companies with critical 24/7 operations.
• ITIL certification and prior ITSM implementation and operational experience highly preferred.
• Strong supervisory, vendor management and stakeholder management skills.
• Self-motivated with a strong continuous improvement mindset, demonstrating the ability to drive service excellence, enhance operational efficiency and balance operational details with strategic objectives.
• Candidates with less experience will be considered for the position of Assistant Manager – IT Service Delivery.

We offer 5-Day work week with a competitive and comprehensive remuneration package including Chinese New Year bonus, managerial bonus, transport subsidy, employer topped-up MPF contributions, medical benefits (including family members), voluntary dental coverage (including family members), life insurance, birthday leave, extra annual leave, marriage leave, maternity leave, paternity leave, newborn baby gift, sports centre and free shuttle bus.

• Chinese New Year bonus
• managerial bonus
• transport subsidy
• employer topped-up MPF contributions
• medical benefits (including family members)
• voluntary dental coverage (including family members)
• life insurance
• birthday leave
• extra annual leave
• marriage leave
• maternity leave
• paternity leave
• newborn baby gift
• sports centre
• free shuttle bus

To know more about our company, please visit our website https://careers.hactl.com/.

Applicants not invited for interview within four weeks should consider their applications unsuccessful. Applicants’ personal data collected will only be used for the sole purpose of recruitment. The data of unsuccessful applicants will be destroyed within six months.