IT Service Manager

Responsibilities:

• Lead teams to effective service delivery based on ITIL process framework
• Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business users for service delivery.
• Interact with business team to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs
• Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed
• Proactively drive the resolution of incidents, planned/unplanned changes and ah-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties.

Requirements:

• Degree in Information Technology or related discipline
• At least 5+ years of relevant experience and 2 years are managerial
• Experience in Call Center / Contact Center is a plus
• Experience in performing business analysis, business services and implementation and providing recommendations for improvements
• Experience in change, incident, problem and vendor management
• Able to build strong relationships with people at all levels in the organization
• Good analytical, persuasive, influential and problem-solving skills
• Strong communication skills in both written and spoken Chinese and English