Service Delivery Manager

• Job Overview:

The Service manager requires managing around 30+ ppl of on-site team to fulfill deskside support, Branch support. Ad-hoc IMAC request and Inventory management and Infrastructure support services in future.

• Job responsibilities
  • Sustain the account to ensure the account renew successful at coming year.
  • Maintain a high customer satisfaction and high score from end user survey.
  • Maintain a positive attitude while leading a team of around 30+ more service engineers in an efficient and productive manner.
  • Enhance operating procedure and a marketable service improvement continually.
  • Monitor and make sure to meet contract SLA.
  • Fulfill all contract scope and ensure sure all overcharges have been arranged on-time.
  • Create monthly or weekly services review report and ticket analysis report for customer review meeting monitoring.
  • Well Communicate between team and customer to make best benefits for each party.
  • Resource arrangement for contract scope, non-office job, regular tasks, leave arrangement and Ad-hoc request.
  • Find out new project opportunities and new services scope in account to expand the revenue and margins.
• Job requirement
  • IT degree or above education
  • Must have working experience for IT service more than 10 years .
  • Must have Service manager's experience on IT services more than 5 years .
  • Good Cantonese and English for presentation, communication and documentation.
  • Working knowledge of Windows computers, essential programs, servers’ platform and data center operation
  • Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions.
  • Demonstrated ability and proven track record of effective marketing campaigns and employee management.
  • Advantage for certificate of Office365, certificate of ManageEngine, certificate of MCSE
  • ITILv3 foundation certificate or above version must be taken.

The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the Group/ Company.