Technology Service Senior Specialist

The Dairy Farm Company, Limited 牛奶有限公司; Hong Kong; On-site; HKD 520,000 - 760,000; Full time

Job summary

The Dairy Farm Company, Limited 牛奶有限公司 is seeking an experienced IT Service Management professional to manage incidents, drive service improvements, and partners with business and technology teams in Hong Kong. The role emphasizes strong executive communication, vendor coordination, and IT governance to ensure stable operations and retail IT support excellence.

You will engage with Directors and C-level stakeholders, oversee procurement and asset lifecycle, and ensure adherence to SLAs while

Qualifications

• Degree in Information Technology or related discipline.
• Minimum 5 years of relevant retail IT support or service management experience, hands-on knowledge in enterprise environments.
• Solid understanding of change management, incident management, and vendor management.
• Experience in IT support, system administration, networking, and end-user support operations.
• Strong communication in English and Chinese (Cantonese and Mandarin).
• Experience communicating with C-level executives.
• Detail-oriented and proactive with good problem-solving.
• Team player willing 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

5+ years IT support

Change management

Vendor management

Networking & sys admin

English & Chinese communication

Executive communication

Team player

Education

Degree in Information Technology

Job description

Job 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.

Qualifications & Skills

• Degree in Information Technology or related discipline.
• Minimum 5 years of relevant retail IT support or service management experience, with hands-on knowledge in enterprise support environments.
• 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.

DFI Retail Group (the ‘Group’) is a leading Asian retailer driven by its purpose to "Sustainably Serve Asia for Generations with Everyday Moments".

At 31 December 2025, the Group and its associates operated over 7,580 outlets across 12 markets, and employed over 79,000 people. The Group had reported revenue of US$8.9 billion.

The Group provides quality, value and service to Asian consumers through a compelling retail experience, supported by an extensive store network and highly efficient supply chains. The Group, and its associates, operates under a portfolio of well-known brands across five key divisions: health and beauty, convenience, food, home furnishings, and restaurants.