Job ref no.: CT3114388-01#4338

Senior IT Manager- Service management- APAC - Luxury Retail

Robert Walters

About the 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

Being accountable and 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, addressing service quality issues related to the vendors

Develop ticket escalation processes to ensure free flowing escalation and information within the regional and global organisations.

Provide data and reporting of KPI’s and trends to internal teams and business in ad-hoc, weekly, monthly or as required

Manage vendor relationships as it depends on daily operational needs

Travel in the region might be required

About the requirements:

Undergraduate Degrees in Engineering, Computer Science, Information Technology

8 years+ work experience in service operations, service management implementation and vendor management

3 years+ of proven team leading or management experience managing a team of highly technical staff

Experience working with an enterprise level Service Management platform (e.g. ServiceNow) and service tools/suites

Experience in managing full life cycle of project development

Experienced in reviewing OLAs and developing SLAs

Ability to conduct cost/benefit analysis

Analysed service metrics/ KPIs to drive service performance and manage internal customers’ expectations

Certifications in ITIL, PMP, CCNA and MCP are strong advantages
Get in touch

Fiona Fung

+852 2103 5328

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More job information
Job ref no. CT3114388-01#4338
  • N/A
Job Function
Employment Term
  • Full-time
  • 8 years
Career Level
  • Middle management level
  • Degree