Job Description Service Delivery Manager – IT Operations Location: Hong Kong Role Overview The Service Delivery Manager (SDM) is responsible for end-to-end IT service operations of public-facing, web-based IT applications serving citizens, customers, or regulated entities in Hong Kong. This role ensures high availability, security, compliance, and service quality, operating within government and/or financial-sector standards, and fully aligned with ITIL best practices. The SDM acts as the primary interface between business stakeholders, government or regulatory bodies, vendors, and internal IT teams, ensuring services are delivered reliably, securely, and efficiently. Key Responsibilities Service Operations & Delivery Own day-to-day IT operations for public web-based applications, ensuring compliance with defined Service Level Agreements (SLAs), KPIs, and OLAs Ensure 24x7 service availability, incident readiness, and operational support for public users Oversee incident, problem, change, and service request management in line with ITIL practices Lead major incident management, including communication with senior stakeholders and external parties ITIL Process Governance Implement, operate, and continuously improve ITIL-based processes, including: Incident Management Problem Management Change & Release Management Service Level Management Configuration & Asset Management Maintain accurate service documentation, runbooks, and CMDB records Drive continual service improvement (CSI) initiatives based on operational data and user feedback Stakeholder & Vendor Management Serve as the main service owner and escalation point for business users, government departments, regulators, and financial stakeholders Manage outsourced vendors / system integrators, ensuring contractual obligations, service quality, and performance targets are met Coordinate with application development, infrastructure, cybersecurity, and compliance teams Compliance, Risk & Security Ensure all services comply with Hong Kong government IT policies, financial regulations, and data privacy requirements (e.g. PDPO) Support audits, compliance reviews, and regulatory reporting Ensure security, resilience, backup, and disaster recovery procedures are implemented and tested Identify operational risks and implement mitigation plans Financial & Resource Management Manage operational budgets, cost control, and vendor charging models Support service transition from project to operations, ensuring operational readiness Forecast resource demand and capacity for public-facing services Required Experience & Qualifications Experience 8+ years of IT operations or service delivery experience Proven experience managing web-based, public-facing IT systems with high availability requirements Strong background in financial services, government, or regulated environments Hands-on experience operating ITIL-based IT service management frameworks Experience working with outsourced vendors and multi-party service environments Certifications (Preferred / Required) ITIL v3 / ITIL 4 Foundation or higher (mandatory or strongly preferred) Project management certification (PMP, PRINCE2) – preferred Cloud or security certifications (e.g. AWS, Azure, ISO 27001) – advantageous Skills & Competencies Strong understanding of web application architecture, infrastructure, and cybersecurity concepts Excellent incident handling, troubleshooting, and decision-making skills Strong stakeholder communication skills, including government and senior management reporting Ability to work under pressure in high-visibility public service environments Strong documentation, governance, and audit mindset Fluent in spoken and written English; Cantonese and Mandarin are strong advantages Personal Attributes Service-oriented and accountable mindset Calm, structured, and decisive during incidents Strong leadership and vendor management capabilities High integrity and attention to compliance and risk

Manager, IT Service Delivery (Hong Kong, HK, HK) @ HKT Services Limited

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