IT Service Delivery Manager

Purpose of the Job

The IT Service Delivery Manager is in charge of overseeing and enhancing IT services within Jebsen Group. He/ She plays a crucial role in IT service delivery management, IT operations management, and vendor management to ensure the delivery of high-quality IT service and align IT services with business objectives. The IT Service Delivery Manager manages the service management processes, collaborates with cross-functional IT teams to ensure smooth operations, and leads continuous improvement initiatives to improve overall service delivery and customer satisfaction levels.

Responsibilities

• Oversee the daily IT operations and lead a team of Service Desk to ensure the predetermined service level agreements (SLAs) for IT services are met, including incident management, problem management, and change management.
• Develop and implement IT service delivery strategies, frameworks, and policies aligned with business goals and industry best practices like ITIL.
• Design and implement standardized processes for incident management, problem management, change management, and service request management.
• Develop and document IT service catalogs, service level requirements, standard operating procedures (SOPs) and other knowledge base documentation to support IT operations and service management.
• Establish, monitor, and analyse KPIs and IT service performance metrics, such as incident response time, service availability, and customer satisfaction, to measure and ensure process efficiency, effectiveness and compliance.
• Manage external vendors and suppliers by conducting timely vendor performance review, contract negotiation to ensure service delivery, cost effectiveness and drive continuous improvement.
• Collaborate with other IT teams and stakeholders to ensure effective service delivery, problem resolution, and service improvement.
• Ensure proper incident escalation and resolution processes are in place to minimize service disruptions and downtime.
• Lead and manage a Service Desk team by setting clear objectives, fostering a collaborative and customer-focused culture, providing guidance, identifying training needs, and encouraging innovation and continuous improvement.

Requirements

• Degree Holder in Computer Science, Information Technology, or related field.
• At least 10 years of experience in IT service delivery, IT service management, or IT operations
• At least 3 years of experience as IT supervisory or leader role
• Experience in managing service level agreements (SLAs), vendor relationships, and contract negotiations.
• Strong knowledge of IT service management frameworks (e.g., ITIL) and best practices.
• Knowledge of IT operations, incident management, change management, and problem management processes.
• Excellent leadership skills to motivate and develop a high-performing team.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills to collaborate effectively with stakeholders at all levels.
• Certifications such as ITIL, PMP, or related certifications are highly desirable.
• Good command of both spoken and written English and Chinese (Cantonese and Putonghua)