Service Delivery Engineer (Service Management Office)

Wulink Solutions Pte Ltd; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Wulink Solutions Pte Ltd in Hong Kong invites an IT Service Management professional to support the Service Management Office in delivering reliable IT services across enterprise systems. You will help manage incidents, track SLAs, and ensure consistent service delivery in a fast-paced environment.

The role emphasizes clear communication with end users, internal teams, and vendors, plus maintaining thorough documentation and contributing to service improvement initiatives.

Qualifications

• 3+ years of experience in IT service desk, helpdesk, or service management operations.
• Excellent communication and stakeholder engagement skills.
• Strong organizational abilities and attention to detail.

Responsibilities

• Coordinate daily service management operations, service requests, and incident escalation workflows.
• Monitor Service Level Agreements (SLAs) and track performance metrics to ensure prompt issue resolution.
• Act as a primary liaison between technical support teams, end-users, and external vendors.
• Maintain comprehensive documentation for service logs, incident reports, and standard operating procedures.
• Support service improvement initiatives and assist in auditing operational compliance.

Skills

Communication

Stakeholder management

Organizational skills

Attention to detail

Education

Diploma in Information Technology / Computer Science / Business IT

Job description

About the role

The appointed candidate will support the Service Management Office (SMO) to ensure smooth IT service delivery, incident tracking, and SLA compliance across enterprise systems.

Key responsibilities

• Coordinate daily service management operations, service requests, and incident escalation workflows.
• Monitor Service Level Agreements (SLAs) and track performance metrics to ensure prompt issue resolution.
• Act as a primary liaison between technical support teams, end-users, and external vendors.
• Maintain comprehensive documentation for service logs, incident reports, and standard operating procedures.
• Support service improvement initiatives and assist in auditing operational compliance.

About you

• Singapore Citizen and eligible to obtain necessary security clearances.
• Possess a Diploma in Information Technology, Computer Science, Business IT, or a related discipline.
• Minimum of 3 years of relevant experience in IT service desk, helpdesk, or service management operations.
• Strong communication and stakeholder engagement skills.
• Good organizational abilities and attention to detail.