Our client, a reputable publicly listed IT services and solution provider with 50 years of successful business in Hong Kong and surrounding regions with their customers, partners and vendors in the region. They are committed to become the most trustworthy and professional IT partner for their customers and aim to achieve the highest customer satisfaction by a process of continual innovation by leveraging our experience in infrastructure and security solutions. The ensure complete integration with customer deployments of cloud, mobile and data intelligence solutions.
About the Role
As the Director for Service Delivery for Platform Services, you will play a crucial role in driving the strategic growth and expansion of the Company. You will be responsible for ensuring the quality of services and identifying new business opportunities. Your ability to understand market trends, identify customer needs, lead the delivery and business development strategy and effectively communicate the value of the Company will be key to your success in this role.
Responsibilities
* Deliver and manage the service platform, ensuring that the quality of service aligns with managed services (MS) offerings and business development strategies, while also overseeing service governance and quality assurance;
* Lead presales initiatives for the provisioning of services on the UOC Platform and collaborate with other service platforms, including Service Desk, SOC (GBA), and ODEC, to deliver integrated DevSecOps services;
* Develop EMS technology adoption strategies and maintain the service platform roadmap to enhance competitiveness in the managed services market, achieving year-over-year growth in gross profit against cost efficiency;
* Supervise the team to collaborate with Account-Centric Service Management section to ensure the successful execution of corresponding MS contracts;
* Manage process standardization and lead EMS platform resource planning, training, and continuous development initiatives;
* Oversee the delivery of the Unified Operation Center (UOC); and
* Drive continuous improvement initiatives to enhance service delivery, operational efficiency, and customer satisfaction.
Qualifications
* Minimum of 10 years of experience in IT service delivery or service management, preferably in the managed services industry;
* Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field;
* Strong understanding of platform-driven service management and DevSecOps principles;
* Proven ability to manage resources effectively and deliver high-quality services;
* Excellent communication and collaboration skills to engage effectively with customers and internal teams;
* Results-oriented mindset with a focus on achieving operational excellence;
* Deep understanding of IT service management (ITSM) principles, particularly ITIL; ITIL Foundation Certification is required, while advanced ITIL certifications are preferred; and
* PMP or PRINCE2 certification is an advantage.
