Classy Wheeler Hiring! Full Time Service Delivery Manager (EUC - Data Center - Infrastructure) in Hong Kong - Ricebowl

Company Description: A leading technology, media, and telecommunications leader in Hong Kong, providing a wide range of services including local telephony, local data and broadband, international telecommunications, and mobile services.
Location: Tsim Sha Tsui / Kowloon Bay
Nature: 12-month Renewable Contract

• Lead and manage a professional team of IT specialists, including deskside support engineers and data center operators.
• Oversee end-to-end IT service delivery, encompassing End User Computing (EUC) services, service desk functions, and infrastructure operations.
• Develop and implement service delivery strategies that align with organizational goals and ensure business continuity.
• Ensure all infrastructure services and vendor performances are delivered in accordance with agreed SLAs and industry best practices.
• Act as a key interface between IT and business stakeholders to ensure highly responsive and reliable service delivery.
• Monitor service performance consistently and prepare comprehensive reports for management review.
• Coordinate with various IT departments and functions to ensure seamless service integration.
• Identify areas for process improvement within service delivery and implement effective, scalable solutions.
• Maintain and manage relationships with internal clients, external vendors, and service providers.
• Oversee incident management workflows and ensure the timely resolution of all technical issues.
• Conduct regular service reviews and implement improvements to enhance overall operational efficiency.
• Ensure full compliance with relevant corporate policies, technical standards, and industry regulations.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT service delivery, infrastructure management, or end-user support leadership.
• Strong understanding of IT infrastructure components, including Microsoft 365, Active Directory, Endpoint Management, and networks.
• Familiarity with deskside support services, data center operations, meeting room technology, and VIP support protocols.
• Proven experience in managing technical teams and overseeing complex IT project lifecycles.
• Excellent project management and organizational skills with the ability to handle multiple priorities.
• Strong analytical and problem-solving abilities to address critical incidents and operational challenges.
• Effective communication and interpersonal skills to collaborate across different business units.
• Professional certifications such as ITIL or PMP are highly preferred.
• Detail-oriented and proactive mindset with a strong customer service orientation.
• Adaptable to changing business needs and able to work occasional extended hours for major incidents.
• Willingness to travel to various sites or customer premises as required by the business.