About this role
<p>Job Details:</p> <p>- Lead teams to effective service delivery based on ITIL process framework</p> <p>- Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business users for service delivery.</p> <p>- Interact with multiple customers to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs</p> <p>- Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed</p> <p>- 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.</p> <p>- Prepare regular operation report on overall platform status (including capacity, performance, service level & etc.).</p> <p>Requirement:</p> <p>- Degree in Information Technology or related discipline</p> <p>- At least 8+ years of relevant experience and 5 years are managerial</p> <p>- Experience in change, incident, problem and vendor management</p> <p>- Experience in IT support, end user support, system administration and networking</p> <p>- Experienced in IT service management such as ITILv4 framework.</p> <p>- Knowledge of store support and deskside would be a definite advantage.</p> <p>- Holder of ITIL certifications is must.</p> <p>- Able to build strong relationships with people at all levels in the organization</p> <p>- Good analytical, persuasive, influential and problem-solving skills</p> <p>- Strong communication skills in both written and spoken Chinese and English</p>