Project Manager (ITIL Process Framework, IT Service Management, Store Support)

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

Project Manager (ITIL Process Framework, IT Service Management, Store Support)

Client Description

Company Description: A leading telecommunications and technology service provider offering comprehensive information and communications technology solutions.
Location: Kowloon Bay
Nature: 1-Year Renewable Secondment Contract

Job Description

• Lead teams to ensure effective IT service delivery based on the ITIL process framework.
• Coordinate with multiple cross-functional teams including service desk, helpdesk, infrastructure, external vendors, and business users.
• Manage client relationships and collaborate with multiple stakeholders to ensure service level agreements align with business expectations.
• Define service scope clearly and continuously conduct due diligence along with operational assessments to maintain service quality.
• Drive proactive resolution of incidents, planned and unplanned system changes, and ad-hoc client technical escalations.
• Prepare regular operational reports covering overall platform status, including system capacity, service level metrics, and performance.

Job Requirements

• Degree holder in Information Technology, Computer Science, or a related discipline.
• Possess 5 to 8 years of relevant 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.
• Solid background in IT technical support, end-user services, system administration, and network fundamentals.
• In-depth expertise in IT service management frameworks, specifically ITIL v4.
• Valid ITIL certification is required.
• Prior experience or practical knowledge in retail store support is an advantage.
• Strong interpersonal skills with demonstrated ability to build effective relationships across all organizational levels.
• Strong analytical, problem-solving, negotiation, and stakeholder influence capabilities.
• Excellent verbal and written communication skills in both English and Chinese.

Employment terms

• Standard working schedule from Monday to Friday, 09:00 to 18:00.
• 1-year contract engagement under a secondment arrangement.