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SENIOR IT MANAGER, SERVICE MANAGEMENT

Keywords / Skills : Information Technology, ITIL, MCP, PMP, CCNA

8 - 13 years
Posted: 2018-02-27

Nationality
Hong Kong
Industry
Recruitment/Staffing/RPO
Function
IT
Role
Project Management
Posted On
27th Feb 2018
Job Ref code
568
Job Description
Responsibilities:
  • Define and create OLAs with local vendors and internal support teams, and develop SLAs based on the OLAs, which not provided at the Global Level.
  • Attain client service levels and service deliverables based on SLA commitments and proactively review with business on the evolution and improvements of existing SLAs
  • Identify and deploy innovative ways in which technology can be used to continually improve services to the business and internal IT where applies
  • Ensure incident management and service desk flow is developed, communicated and improved upon for BAU operations
  • Act as an escalation point for all requests and incidents, and for addressing service quality issues related to the vendor groups
  • Develop mature ticket escalation processes to ensure free flowing escalation and information within the regional and global organizations
  • Acquire demands and maintain knowledge of regional operations and complex solutions and delivery of associated business outcomes
  • Develop DRP and BCP processes along with the client and keep track of risk assessment on behalf of the business
  • Actively participate to the development of services, solutions and escalation policies in coordination with the global IT teams
Requirements:
  • Degrees in Engineering, Computer Science, Information Technology or related discipline
  • PMP or Prince2 and ITIL Service Manager are a must; Preferred: CCNA, MCP
  • At least 8+ years of work experience in service management and total 15+ years of relevant experience
  • A minimum of 3 years of proven team leading or management experience managing a team of highly technical staff
  • Experienced in reviewing OLAs and developing SLAs
  • Proactively analyzed service metrics/KPIs to drive service performance and manage internal customers’ expectations
  • Solid experience in service operations and service management implementation
  • Experience working with an enterprise level Service Management platform (e.g. ServiceNow) and service tools/suites

If you would like to apply for this role or find out more, please contact Evan Chin on (852) 2177 7577 or evan.chin@greyanderson.com.



About Company

Grey Anderson is a specialist recruitment consultancy dedicated in Information Technology, Sales & Marketing and General Management. We provide the highest level of professional service to meet your recruitment needs and to achieve your business goal in the ever-changing business environment.


At Grey Anderson, we strive to exceed your expectations at all times with our strong network and expertise in the industries. Whether you are looking for a permanent or contract position, we will always be able to identify the best-suited candidate to add to the success of your business. Our recruitment services cover industries including Information Technology, Telecommunication, Luxury Goods, Consumer Products, FMCG, Media, Supply Chain, Healthcare, Tourism, Property, Financial Services, Professional Services, Consultancy as well as Utilities spreading over across Asia Pacific.
We appreciate not only the business with you, but also the business that you are running. We value not only the long-term partnership with you, but also your relationship with your people. We believe not only in placing the best and brightest talent, but also the opportunities they bring to help you achieve your goals and succeed in the market.