Job Description – Service Delivery Manager, IT Engineering Services, APAC

Work Place: Hong Kong or Mainland China

Note: Frequent travel in APAC is required based on client needs and project schedule

Responsibilities

• Client Request Handling:

o Receive and manage all Client requests via phone, email, or the Client’s ticketing system.

o Open, track, and resolve tickets in the Client’s ticketing system, ensuring all requests are logged, monitored, and addressed in a timely manner.

• On-Site Support Coordination:

o Schedule and coordinate on-site visits by local engineers, ensuring alignment with Client requirements and timelines.

o Monitor the progress of on-site support to ensure issues are resolved efficiently.

• Service Continuity Assurance:

o Ensure seamless service delivery across all on-site engineers, maintaining consistency and preventing disruptions.

o Facilitate smooth handovers between engineers, providing necessary background information and instructions.

• Reporting and Communication:

o Generate and deliver monthly reports to the Client, including key metrics such as ticket resolution times, SLA compliance, and service performance.

o Act as the SPOC for the Client, ensuring clear, timely, and professional communication.

• Knowledge and Process Management:

o Centralize and maintain Client-specific processes and knowledge, ensuring all support staff are well-informed and aligned.

o Continuously update the Client’s knowledge base to enhance service efficiency and accuracy.

Requirements

• Proven experience in working in a Service Delivery/Service Management capacity

• Experience with the practical application of the ITIL framework in Service Delivery

• Good understanding of SLA's, incident and problem management

• Partner Management in Service Delivery

• Knowledge of networking, operating systems and applications

• ITIL Service Delivery qualification is desirable

• Business level skills at using MS Word, Excel and Outlook

• Fluent in Italian and English

Required Attributes

• Communication – Strong interpersonal and communication skills with a customer service focus

• Relationship Management Skills – Able to manage good relation with customers and technical teams

• Detail Oriented – Work in a consistent, methodical fashion, and always pay attention to detail with concern for quality results

• Planning – Able to gather information on requirements, constraints, resources, schedules etc. and prepare plans to guide successful incident closure

• Teamwork – Work effectively in teams. Collaborate with others towards shared goals. Assign/delegate tasks effectively.

• Productivity – Able to work unsupervised. Focused on results. Effective time management. Good work load management. Self-motivated and motivating others.

• Reporting – Able to create regular support reports and communicate them to the client on a regular basis

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