Manager (IT Service Delivery)

Hong Kong Air Cargo Terminals Ltd; Hong Kong; Vor Ort; HKD 550.000 - 860.000; Vollzeit

Benefits dieser Stelle

5-Day work week

Medical benefits

MPF contributions

Dental coverage

Life insurance

Birthday leave

Extra annual leave

Marriage leave

Newborn baby gift

Free shuttle bus

Zusammenfassung

Hong Kong Air Cargo Terminals Ltd is seeking an experienced IT Service Delivery leader to oversee 24/7 deskside support and end-user computing across desktops, laptops, mobile devices and software. You will manage in-house and outsourced teams, drive the end-user computing roadmap, ensure SLA adherence and collaborate with infrastructure, applications and security to deliver reliable service.

Responsibilities include budgeting, procurement and vendor governance, as well as ensuring robust

Qualifikationen

• Degree in Computer Science, Information Technology or related discipline.
• 8+ years of proven IT service desk or service delivery experience.
• ITIL certification and prior ITSM implementation and operational experience preferred.
• Strong supervisory, vendor and stakeholder management skills.
• Demonstrated ability to drive service excellence and balance operational detail with strategy.

Aufgaben

• Lead and manage in-house support team and outsourced provider for 24/7 deskside service.
• Derive practical end-user computing roadmap for desktops, laptops, mobile devices and software.
• Oversee end-user computing incidents, hardware setup, and software troubleshooting.
• Plan and manage IT service delivery budget and procurement documents.
• Collaborate with infrastructure, applications, security and other teams to ensure seamless delivery.

Kenntnisse

Leadership

Vendor management

Stakeholder management

Budgeting

Continuous improvement

Ausbildung

Degree in Computer Science / Information Technology

Tools

ITIL

ITSM

Jobbeschreibung

• 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.
  -(Merged with first point)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.

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.
  -(Merged with first point)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, newborn baby gift, sports centre and free shuttle bus

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.