Project Manager 项目经理

鹏创人服技术(广东)有限公司; Hong Kong; On-site; HKD 900,000 - 1,700,000; Full time

Job summary

鹏创人服技术(广东)有限公司 seeks an experienced Service Delivery Manager to lead end-to-end IT service delivery for Europe-based operations. You will establish ITIL-based processes, SLA frameworks, and governance for multi-time-zone support, while guiding a 30+ person European IT operations team.

You will drive cross-cultural collaboration, optimize service delivery mechanisms, and manage complex projects from initiation to steady-state, ensuring quality and compliance across regions.

Qualifications

• Bachelor degree in Computer Science, Information Technology or related field.
• PMP/PRINCE2 or ITIL 4 Managing Professional certification preferred.
• 10+ years of IT project management experience, including 5+ years leading global, cross-regional teams.

Responsibilities

• Lead end-to-end IT service delivery for European overseas operations.
• Oversee ITIL-based service management, SLA definition and continuous improvement.
• Direct line management for European IT operation teams (≥30 staff).
• Govern, plan, and optimize global O&M projects with cross-cultural coordination.
• Ensure on-time delivery, cost control, risk management and quality compliance.

Skills

Leadership

Cross-cultural collaboration

Stakeholder management

Communication excellence

Education

Bachelor degree in Computer Science / IT or related field

Tools

PMP/PRINCE2

ITIL 4 Managing Professional

Job description

The position of Service Delivery Manager belongs to
Overseas Operation Department, focusing on European market IT service
operation, technical support and end-to-end service delivery management. The
team is committed to building standardized, efficient and localized European IT
service system, supporting the stable operation of the client’s overseas
automobile business, covering European local vehicle operation, regional
after-sales service, IT infrastructure operation and business system technical
support.

We are dedicated to optimizing European regional IT
service delivery processes, improving local service response efficiency and
customer satisfaction, realizing standardized and agile management of European
overseas operation services, and supporting the long-term development and
localized layout of the business in Europe.

Take charge of the landing, implementation and
continuous optimization of ITIL service management system in European overseas business scenarios, formulate standardized operation and maintenance service processes, service level agreements (SLA) and service delivery specifications for European regions. Responsible for the overall governance of European overseas IT operation teams and operation & maintenance projects, realize the standardized, procedural and institutionalized management of daily operation services, business support and fault handling. Continuously sort out system operation pain points, optimize service delivery mechanisms, and ensure the consistency and compliance of European local service management systems.

Provide direct line management for the European
local IT operation service team (team size more than 30 people), independently
manage the daily work of the Helpdesk L1/L2technical support team, covering
European local IT basic infrastructure maintenance, business system application
operation and maintenance, regional user technical support, fault
troubleshooting and daily service guarantee. Formulate team work norms and post responsibilities, supervise daily service delivery quality, optimize team work
efficiency, and ensure stable and efficient operation of European front-line
service teams.

Lead the end-to-end delivery and full-cycle
management of European local IT service projects, take charge of European
regional localized service delivery and project iteration. Be responsible for
leading local European teams (based in Europe) to carry out service operation
work, cope with cross-cultural, cross-timezone and cross-regional collaborative
scenarios within Europe, resolve cross-border communication and resource
coordination problems in project delivery, ensure the on-time delivery, quality
compliance and stable iteration of European local projects, and accumulate
standardized experience for localized service operation in Europe.

Undertake full-cycle management of team
performance, cost, risk, progress and quality. Establish a complete team
performance appraisal system, complete regular staff performance assessment,
talent training and team capability improvement. Control the overall budget and
operation cost of European overseas service projects, identify and prevent
project delivery risks, reasonably arrange project progress nodes, strictly
control service delivery quality, and continuously optimize service management
indicators. Apply Agile, Scrum, Kanban, PMP and ITIL system management methods to improve the overall refined management level of the team.

Possess comprehensive pan-IT industry cognition and
business understanding, accurately grasp the core work direction, key business
demands and European local customer core concerns of the service delivery team.
Master the full lifecycle of desktop operation and maintenance including
software and hardware, proficient in global O&M frameworks covering 7×24
multi-time zone support and multi-language service scheduling. Evaluate team
capability matching degree and service delivery performance results in real time,
put forward targeted service optimization plans and team improvement
suggestions. Conduct daily technical guidance, business training and capability
empowerment for team members, help the team match European high-standard
service delivery requirements, and continuously improve the professionalism and stability of regional IT operation services.

Bachelor degree or above in Computer Science,
Information Technology, Engineering Management or related fields.

PMP/PRINCE2 (Project Management) or ITIL 4 Managing
Professional (Service Management) certification is preferred. ISO 27001/20000
Lead Auditor (Compliance Audit) experience is preferred.

10+ years of IT project management experience,
including 5+ years managing global teams of 30+ people with cross-regional team
management experience.

Successfully led multinational vendor

co-construction projects with practical experience in hybrid local deployment +
remote delivery models.

Proficient in global O&M frameworks, including 7×24 multi-time zone support, multi-language service scheduling and cross-cultural collaboration mechanisms.

Possess systematic learning and practical landing experience in the ITIL framework.

Prior experience in European automotive overseas operation project delivery is preferred.

Team Leadership & Management Capability: Outstanding
leadership and team management capabilities, able to motivate, guide and
cultivate large-scale cross-regional teams, optimize team operation efficiency
and stabilize service delivery quality.

Communication & Coordination Capability: Excellent communication and

interpersonal skills, capable of efficiently docking with European local
customers, multinational suppliers and internal teams to build stable and
cooperative business relationships.

Problem-solving& Decision-making Capability: Strong problem-solving and

independent decision-making capabilities, able to quickly respond to
emergencies and make accurate critical decisions in high-pressure and complex
cross-border project scenarios.

Service Delivery & Optimization Capability: Familiar with international advanced service delivery processes and industry best practices, equipped with innovative thinking and continuous improvement awareness, able to continuously iterate and optimize European regional service systems and delivery mechanisms.

Project Management Professionalism: Proficient in mainstream project management tools and methodologies including Agile, Scrum, Kanban, able to implement refined and standardized management for large-scale overseas projects.

Language:

Fluent in Chinese and English with excellent written and oral expression
skills; mastery of other European languages is a plus.