Service Delivery & Operations Manager

PERSOL; Hong Kong; On-site; HKD 500,000 - 900,000; Full time

Job summary

PERSOL is seeking a Service Delivery & Operations Manager to oversee day-to-day service delivery for client support and outsourcing projects in Hong Kong. You will coordinate workforce planning, shift coverage, attendance, and resource allocation while maintaining strong client and vendor communication.

With a focus on operational documentation, dashboards, and incident support, you will drive continuous improvement in reporting discipline, handover quality, and service continuity.

Qualifications

• Experience in service operations and outsourcing operations.
• Experience coordinating frontline teams, shift arrangements, manpower planning, or resource deployment.
• Strong coordination skills across clients, vendors, internal teams, and frontline staff.
• Good documentation discipline and experience maintaining operational records, reports, attendance updates, and issue logs.
• Familiar with Excel, scheduling systems, operational dashboards, or service tracking tools.

Responsibilities

• Manage daily service delivery operations for client support and outsourcing projects.
• Coordinate workforce planning, shift coverage, manpower deployment, attendance tracking, and resource allocation.
• Work with clients, vendors, internal teams, frontline staff, and external stakeholders to ensure smooth service execution.
• Maintain operational records, including shift handover reports, leave records, attendance updates, service logs, staff movement records, and issue tracking.
• Monitor pending issues, follow up on action items, and elevate risks that may affect service continuity.
• Support service reporting, operational dashboards, Excel‑based tracking, and management updates.
• Identify workflow gaps and improve reporting discipline, handover quality, and operational control.
• Support coordination between technical teams and client‑facing service teams during incidents, maintenance windows, or project transitions.
• Ensure daily operations are executed according to agreed processes, timelines, and client service expectations.

Skills

Service operations

Outsourcing operations

Workforce coordination

Delivery operations

Frontline team coordination

Client coordination

Vendor coordination

Documentation discipline

Excel

Operational dashboards

Service tracking tools

Tools

Excel

Scheduling systems

Operational dashboards

Service tracking tools

Job description

Our client is an IT outsourcing and technology service company that supports clients through system development, IT infrastructure setup, workflow automation, monitoring, maintenance, and long‑term support.

We are looking for a Service Delivery & Operations Manager to manage day‑to‑day service delivery, workforce coordination, client communication, operational documentation, and issue follow‑up for outsourcing and client support projects.

Key Responsibilities

Manage daily service delivery operations for client support and outsourcing projects.

Coordinate workforce planning, shift coverage, manpower deployment, attendance tracking, and resource allocation.

Work with clients, vendors, internal teams, frontline staff, and external stakeholders to ensure smooth service execution.

Maintain operational records, including shift handover reports, leave records, attendance updates, service logs, staff movement records, and issue tracking.

Monitor pending issues, follow up on action items, and elevate risks that may affect service continuity.

Support service reporting, operational dashboards, Excel‑based tracking, and management updates.

Identify workflow gaps and improve reporting discipline, handover quality, and operational control.

Support coordination between technical teams and client‑facing service teams during incidents, maintenance windows, or project transitions.

Ensure daily operations are executed according to agreed processes, timelines, and client service expectations.

Requirements

Experience in service operations, outsourcing operations, workforce coordination, or delivery operations.

Experience managing or coordinating frontline teams, shift arrangements, manpower planning, or resource deployment.

Strong coordination skills across clients, vendors, internal teams, and frontline staff.

Good documentation discipline and experience maintaining operational records, reports, attendance updates, and issue logs.

Familiar with Excel, scheduling systems, operational dashboards, or service tracking tools.

Able to follow up on pending issues, manage service continuity risks, and elevate matters in a timely manner.

Strong ownership, patience, execution discipline, and communication ability.

Mandarin fluency required; basic English communication ability preferred.

Nice to Have

Experience in IT outsourcing, service desk, managed service, infrastructure support, system maintenance, or client delivery environments.

Experience supporting teams of 15-20 people or more.

Experience in dashboard reporting, data visualization, or process improvement initiatives.

Cantonese ability is a plus for Hong Kong‑based client communication, but not mandatory unless the role requires local client‑facing work.

What can I earn as an Operations Manager