Senior IT Service Delivery Lead

The Dairy Farm Company, Limited 牛奶有限公司; Hong Kong; On-site; HKD 480,000 - 720,000; Full time

Job summary

The Dairy Farm Company, Limited is seeking an experienced IT Service Management professional in Hong Kong to manage incidents, changes, and service requests for enterprise retail systems. You will partner with business and technology teams to improve reliability, security and user experience, while monitoring SLAs and reporting performance metrics.

In this role, you will communicate with Directors and C-level executives, coordinate vendor relationships, and lead QA for new equipment and

Qualifications

• Minimum 5 years of relevant retail IT support or service management experience.
• Solid understanding of change management, incident management, and vendor management.
• Experience in IT support, system administration, networking, and end‑user support operations.
• Strong communication, problem‑solving with good command of both spoken and written English and Chinese (Cantonese and Mandarin).
• Experience communicating effectively with C‑level executives, ensuring technical information is conveyed clearly and professionally.
• Patient and approachable when assisting non‑technical users.
• Detail‑oriented with a proactive mindset.
• Team player with willingness to learn and adapt.

Responsibilities

• Manage and resolve IT incidents, problems, and service requests in a timely and effective manner, ensuring minimal business disruption and adherence to service standards.
• Partner with business and technology teams to identify and implement solutions that enhance operational efficiency, system reliability, security, and user experience.
• Monitor IT service performance against SLAs and KPIs, provide regular reporting, and drive continuous service improvements to optimize system stability and user satisfaction.
• Provide clear, proactive communication to stakeholders, including senior management (Directors and C-level), throughout incident lifecycles, ensuring transparency on status, impact, and resolution.
• Manage relationships with vendors and internal teams, including participation in RFP processes, contract negotiation, SLA governance, and issue resolution for third-party services. Regular update/upgrade in POS/PC image and SOP. Verify setting from vendor during IMAC job/HDD replacement.
• Lead the testing and quality assurance of new equipment and system implementations, ensuring all solutions meet business requirements and operational standards before rollout, with proper validation, defect management
• Oversee service‑related IT projects and operations, including IT procurement, asset lifecycle management, budgeting, and vendor coordination to ensure effective service delivery.
• Provide monitoring and operational support for enterprise systems, including conducting post‑maintenance or post‑patching validation checks to ensure system stability and performance. Respond to and manage user ad‑hoc requests, including system configuration updates, data maintenance, and operational support activities.

Skills

IT service management

Incident management

Vendor management

System administration

Networking

End-user support

Bilingual English/Chinese

Executive communication

Problem solving

Detail oriented

Team player

Education

Degree in Information Technology or related discipline

Job description

The Dairy Farm Company, Limited is seeking an experienced IT Service Management professional in Hong Kong to manage incidents, changes, and service requests for enterprise retail systems. You will partner with business and technology teams to improve reliability, security and user experience, while monitoring SLAs and reporting performance metrics.

In this role, you will communicate with Directors and C-level executives, coordinate vendor relationships, and lead QA for new equipment and