Service Manager - IC

Classy Wheeler Limited; Hong Kong; On-site; HKD 669,600 - 892,800; Full time

Job summary

A regional IT & Telecom services provider in Hong Kong seeks an experienced Service Manager to enhance customer experience for VVIP clients. Responsibilities include managing fault resolution, conducting network reviews, and ensuring service levels meet contractual agreements. Candidates should possess a relevant degree, ITIL certification, and over five years of experience in Service Management, with excellent communication skills in English and Chinese.

Qualifications

• Five or more years of Service Management experience in an IT Service Management capacity.
• Proactive and strategic thinker with strong leadership capabilities.
• Strong verbal and written communication skills in English and Chinese.

Responsibilities

• Deliver quality and improve customer experience for VVIP customers.
• Oversee day-to-day fault management for Critical or Escalated incidents.
• Conduct monthly network performance reviews with customers.

Skills

Customer management

Strategic thinking

Problem-solving

Effective communication

Team coordination

Education

Degree in Computer Science or equivalent

Tools

ITIL Service Delivery Certification

Lean Six Sigma (Yellow Belt)

CCNA certification

Job description

Regional IT & Telecom services and solutions provider

Job Description

• Deliver quality and improve the customer experience for VVIP customers.
• To build service relationships with VVIP customers.
• Single point of contact for escalated operations matters.
• Oversee day-to-day fault management for Critical or Escalated incident.
• Provide regular updates and ensure timely fault resolution for Critical or Escalated incident.
• Overseeing the entire planned maintenance cycle for customer's critical services.
• Manage the performance of services to customers as agreed in the contract and ensure that the service levels are achieved.
• Conduct monthly network performance review that basically covers the following:
  • Previous meeting minutes
  • Present monthly network availability report
  • Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
  • Update or review any improvement plan
• Achieve a high standard of customer service and retaining the customer-base with a stabilized customer network.
• Achieve a “Good and Excellent” survey score for the customer survey via CE customer survey and customer survey.
• Conduct the network performance review with customer(s) on a monthly basis and to ensure that the performance of services to customer as agreed in the contract meet the service level agreement.
• Improvements in the service availability (%) and reduction in fault tickets through implementation of service improvement plans; and improvement in subsequent survey score.
• Overseeing the entire planned maintenance cycle for customer’s critical services by coordinate approval for maintenance work and notification.

Job Requirements

• Degree in Computer Science, Information Technology, Information System, Info- communications, Engineering, Science or its equivalent.
• Five (5) or more years of Service Management experience in an IT Service Management capacity.
• ITIL Service Delivery Certification is essential.
• Experience in creating or managing service processes and tools.
• Knowledge of ITIL and / or ISO.
• Lean Six Sigma (Yellow Belt).
• CCNA certification.
• Be able to effectively communicate at all levels.
• Task-oriented, self-initiated and objective driven.
• Proactive and thinks strategically.
• Can work independently under minimum supervision.
• Can take the lead, assess and make timely decisions.
• Strong verbal, written and presentation communication skills in English and Chinese.
• Good customer management skill.
• Good team player with experience in coordination with cross-functional teams.
• Knowledge of problem-solving skills.