Job Details – Service Manager

  • Managing a service team of >20 staff to perform end-user IT operation, service operation & maintain and assist the team staff to perform the service requirements
  • Managing the team operation to fulfil customer projects by supporting the operation tasks including IT service desk / Deskside Support / Data Center Operation / Project Management / Patch Management
  • Day-to day operational control over the Incident Management and Service Request Fulfilment processes and procedures across the service team, and provide technical advice if require
  • Managing the service operation to meet the corresponding service level agreement (SLA)
  • Managing the team to deliver projects including Regular Patch management, Windows update, PC refreshment
  • Develop and maintain operational procedures and performance statistics/ reports
  • Managing service delivery to the client project in daily IT operation according to the ITIL Best Practice, promoting the Continual Service Improvement of service quality and customer satisfaction
  • Delivering service in best practice to achieve the defined service level
  • Building up the customer relationships to ensure service excellence
  • Resource planning and utilization control
  • Process review to refresh the workflow regularly
  • Bachelor’s degree or above education with >8 years relevant experience preferably in IT field and preferably with supervisory experiences
  • Knowledge in Microsoft Windows Active Directory, Exchange Server Administration, SCCM, Mac / Apple Device is highly preferred
  • Good analytical skill with objective thinking and strong willingness to initiate and drive changes across all levels
  • Strong customer service and detailed mind, assertive and result-oriented; able to follow through tasks until completion independently
  • Demonstrated strong presentation skill with high degree of maturity & sense of responsibility
  • Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
  • Proficiency in MS Office applications; with IT technical background/ solid experience is definitely an advantage
  • With ITIL, Microsoft, Project Management related certification is definitely an advantage



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