39 IT Service Management jobs in Hong Kong

Be among the first 25 applicants - 2 days ago

1. Customer Service Policies Development:
   (1) Formulate and improve customer service policies for ToB customers.
   (2) Optimize service processes and design customer experience strategies for ToB business based on market dynamics and customer needs.
2. Service Management System Construction:
   (1) Plan, build, and implement the service management system platform, centralizing complaint and alert management, ensuring timely communication.
   (2) Assess system effectiveness through data dashboard analysis and implement accountability-driven improvements, establishing a closed-loop management process.
3. Customer Service Experience Optimization:
   (1) Monitor and enhance the ToB customer experience, covering all stages from contact to service completion.
   (2) Identify and resolve pain points via customer surveys, data analysis, and other methods.
   Provide support for service coordination and collaborate with relevant departments to resolve issues and improve service quality.

• Education: Bachelor's degree or higher in telecommunications, computer science, or related fields.
• Experience: Over 5 years in relevant roles, preferably in telecommunications.
• Skills:
• Knowledge of enterprise service processes and customer experience design
• Strong data analysis and problem-solving capabilities
• Experience in full-process management and enterprise product support (preferred)
• Language: Proficiency in both English and Chinese, written and spoken.

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Customer Service
• Industry: Telecommunications

Join to apply for the Service Management Analyst - Tech Ops role at National Property Consultants

Application Deadline: 5 May 2025

Department: Technology-CIO

Location: Hong Kong (SAR)

As Service Management Analyst in the Technology Operations Team, you will be responsible for ensuring that IT services are delivered efficiently and effectively to meet the needs of the organization. Your goal is to optimize service delivery processes, enhance user satisfaction, and contribute to the overall success of the organization through efficient and reliable IT services.

1. Oversee the IT Asset Management process, including managing the IT Asset lifecycle, setting process guidelines, developing and maintaining the lifecycle strategy, and ensuring governance and compliance with best practices.
2. Monitor software licenses to ensure compliance with vendor agreements and legal requirements, managing license renewals, allocations, and audits.
3. Define and implement processes for retiring and disposing of obsolete or surplus IT assets in a secure and environmentally responsible manner.
4. Analyze data on asset utilization, performance, and costs to identify trends, patterns, and opportunities for improving asset management practices.
5. Support and continuously improve various IT Service Management processes, including IT Change Management, Incident Management, and Problem Management.

• Bachelor's Degree in Information Technology, Computer Science, or related field.
• Prior experience in Service Management or related role.
• Effective team collaboration and stakeholder communication skills.
• Ability to work independently with minimal supervision.
• Understanding of systems architecture and infrastructure platforms.
• ITIL certifications are desirable.
• Experience with JIRA Service Management and Jira Asset Management is highly desirable.

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology

2 days ago Be among the first 25 applicants

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1. Customer Service Policies Development:

(1) Responsible for formulating and improving the customer service policies for ToC customers.

(2) Optimize service processes and customer experience design for ToC business in response to market dynamics and customer needs.

2. Customer Service Issue Improvement:

(1) Responsible for coordinating relevant teams within the company to address common issues of ToC products that impact customer experience and enhance service quality.

(2) Regularly analyze ToC customer complaints and survey data, propose improvement measures, and optimize the service process.

3. Customer Service Experience Optimization:

(1) Monitor and optimize the ToC customer experience, designing the full process from customer contact to service completion.

(2) Identify and address pain points in the ToC customer experience through customer surveys, data analysis, and other methods.

Provide service coordination support and collaborate with relevant departments to facilitate problem resolution and enhance service quality.

Requirements

1. Education: Bachelor's degree or above in telecommunications, computer science, or a related field.

2. Experience: More than 5 years of relevant work experience, preferably in the telecommunications industry.

3. Skills Required:

- Familiarity with ToC customer service processes and customer experience design;

- Strong data analysis and problem-solving skills;

- Experience in ToC product management, operation analysis, and service support is preferred.

4. Language Requirement: Good at both written and spoken English and Chinese.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service
• Industries Telecommunications

Referrals increase your chances of interviewing at China Mobile International Limited by 2x

Wan Chai District, Hong Kong SAR 1 week ago

Central & Western District, Hong Kong SAR 3 weeks ago

Wan Chai District, Hong Kong SAR 3 weeks ago

Central & Western District, Hong Kong SAR 1 week ago

Central & Western District, Hong Kong SAR 6 months ago

Central & Western District, Hong Kong SAR 6 months ago

Wan Chai District, Hong Kong SAR 1 month ago

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Join to apply for the Service Management Analyst - Tech Ops role at National Property Consultants

Application Deadline: 5 May 2025

Department: Technology-CIO

Location: Hong Kong (SAR)

As Service Management Analyst in the Technology Operations Team, you will be responsible for ensuring that IT services are delivered efficiently and effectively to meet the needs of the organization. Your goal is to optimize service delivery processes, enhance user satisfaction, and contribute to the overall success of the organization through efficient and reliable IT services.

• Oversee the IT Asset Management process, including managing the IT Asset lifecycle, setting process guidelines, developing and maintaining the lifecycle strategy, and ensuring governance and compliance with best practices.
• Monitor software licenses to ensure compliance with vendor agreements and legal requirements, managing license renewals, allocations, and audits.
• Define and implement processes for retiring and disposing of obsolete or surplus IT assets in a secure and environmentally responsible manner.
• Analyze data on asset utilization, performance, and costs to identify trends, patterns, and opportunities for improving asset management practices.
• Support and continuously improve various IT Service Management processes, including IT Change Management, Incident Management, and Problem Management.

• Bachelor's Degree in Information Technology, Computer Science, or related field.
• Prior experience in Service Management or related role.
• Effective team collaboration and stakeholder communication skills.
• Ability to work independently with minimal supervision.
• Understanding of systems architecture and infrastructure platforms.
• ITIL certifications are desirable.
• Experience with JIRA Service Management and Jira Asset Management is highly desirable.

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology

Be among the first 25 applicants - 2 days ago

• Customer Service Policies Development:
  (1) Formulate and improve customer service policies for ToB customers.
  (2) Optimize service processes and design customer experience strategies for ToB business based on market dynamics and customer needs.
• Service Management System Construction:
  (1) Plan, build, and implement the service management system platform, centralizing complaint and alert management, ensuring timely communication.
  (2) Assess system effectiveness through data dashboard analysis and implement accountability-driven improvements, establishing a closed-loop management process.
• Customer Service Experience Optimization:
  (1) Monitor and enhance the ToB customer experience, covering all stages from contact to service completion.
  (2) Identify and resolve pain points via customer surveys, data analysis, and other methods.
  Provide support for service coordination and collaborate with relevant departments to resolve issues and improve service quality.

• Education: Bachelor's degree or higher in telecommunications, computer science, or related fields.
• Experience: Over 5 years in relevant roles, preferably in telecommunications.
• Skills:
• Knowledge of enterprise service processes and customer experience design
• Strong data analysis and problem-solving capabilities
• Experience in full-process management and enterprise product support (preferred)
• Language: Proficiency in both English and Chinese, written and spoken.

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Customer Service
• Industry: Telecommunications

3 days ago Be among the first 25 applicants

Direct message the job poster from Talent Pro Recruitment

Role Overview:

A well-known financial institution with footprint in Asia Pacific is seeking a Senior Manager / Associate Director to lead the Anti-Money Laundering (AML) and Complaints & Enquiries teams within the MPF and ORSO Pension Business . This role is crucial for ensuring compliance with regulatory requirements and enhancing customer service as a first line of defence .

Key Responsibilities:

AML Compliance:

• Oversee AML/CFT assessments for pension business
• Comment on the CDD/EDD reviews of customer onboarding, high risk customers and triggering events conducted by business lines
• Manage onshore and offshore teams to ensure effective compliance
• Conduct risk assessments, investigate suspicious transactions, and prepare reports
• Provide training and advisory support to stakeholders

Complaints & Enquiries Management:

• Ensure timely resolution of inquiries and complaints from regulators and clients
• Oversee pension administration and maintain client relationships
• Review and sign-off clients communication materials
• Monitor service performance and implement risk control procedures.
• Implement control procedures to minimize risk and complaints from regulators and customer complaints
• Ad Hoc Projects:
• Perform additional tasks as assigned by the Head of Service Management and Governance

Qualifications:

• University degree with 15+ years in operations/customer service, including 5 years in a managerial role.
• Experience in corporate banking or insurance and strong analytical skills
• Proficient in English and Chinese, with excellent communication skills
• Strong leadership and teamwork abilities
• Detail-oriented, with effective problem-solving skills
• Proficient in PC skills and strategic planning

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Management, Customer Service, and Quality Assurance
• Industries Insurance, Pension Funds, and Banking

Referrals increase your chances of interviewing at Talent Pro Recruitment by 2x

Get notified about new Director Service Management jobs in Hong Kong, Hong Kong SAR .

Wan Chai District, Hong Kong SAR 1 week ago

Central & Western District, Hong Kong SAR 2 weeks ago

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3 days ago Be among the first 25 applicants

Direct message the job poster from Talent Pro Recruitment

Role Overview:

A well-known financial institution with footprint in Asia Pacific is seeking a Senior Manager / Associate Director to lead the Anti-Money Laundering (AML) and Complaints & Enquiries teams within the MPF and ORSO Pension Business . This role is crucial for ensuring compliance with regulatory requirements and enhancing customer service as a first line of defence .

Key Responsibilities:

AML Compliance:

• Oversee AML/CFT assessments for pension business
• Comment on the CDD/EDD reviews of customer onboarding, high risk customers and triggering events conducted by business lines
• Manage onshore and offshore teams to ensure effective compliance
• Conduct risk assessments, investigate suspicious transactions, and prepare reports
• Provide training and advisory support to stakeholders

Complaints & Enquiries Management:

• Ensure timely resolution of inquiries and complaints from regulators and clients
• Oversee pension administration and maintain client relationships
• Review and sign-off clients communication materials
• Monitor service performance and implement risk control procedures.
• Implement control procedures to minimize risk and complaints from regulators and customer complaints
• Ad Hoc Projects:
• Perform additional tasks as assigned by the Head of Service Management and Governance

Qualifications:

• University degree with 15+ years in operations/customer service, including 5 years in a managerial role.
• Experience in corporate banking or insurance and strong analytical skills
• Proficient in English and Chinese, with excellent communication skills
• Strong leadership and teamwork abilities
• Detail-oriented, with effective problem-solving skills
• Proficient in PC skills and strategic planning

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Management, Customer Service, and Quality Assurance
• Industries Insurance, Pension Funds, and Banking

Referrals increase your chances of interviewing at Talent Pro Recruitment by 2x

Get notified about new Director Service Management jobs in Hong Kong, Hong Kong SAR .

Wan Chai District, Hong Kong SAR 1 week ago

Central & Western District, Hong Kong SAR 2 weeks ago

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16 hours ago Be among the first 25 applicants

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU’LL DO

Day-To-Day Responsibilities

• Day-to-day leadership and management of assigned Onsite Managed Services (OMS) staff including interviewing, hiring, performance management, time and expense approvals.
• Foster a culture of belonging and team spirit through frequent recognition and engagement.
• Promote and drive team collaboration and maintain team moral and engagement.
• Support the successful on-boarding of new OMS employees ensuring a smooth transition for both employee and client.
• Develop, adopt and deliver best practice service levels across all teams.
• Solicit and act upon performance feedback from customer stakeholders
• Collaborate with Regional Service Manager, Service Delivery Manager and Account Manager on issues related to account staffing and performance.
• Assist the RSM, SDM and Sales Account Manager on OMS contract renewal pricing.
• Support the coordination efforts to backfill contractual obligations for OMS clients through the Regional Dispatch Coordinator, SDM, and RSM.
• Work with stakeholders and colleagues to effectively manage OMS staffing related incidents and help develop effective incident management processes, aiding improved service delivery.
• Chairing weekly/monthly/quarterly Service Review Meetings with OMS staff.
• Set and monitor individual development plans for assigned OMS Staff to ensure skills meet or exceed the requirements for their role.
• Ensure OMS staff maintain required safety and security clearances and training for assigned customer locations.
• Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI-SPL requirements.

WHAT WE’RE LOOKING FOR

Skills And Abilities

• Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks
• Ability to understand and leverage existing Company systems to provide solutions to the business and recommend new systems when required
• Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach
• Demonstrated leadership and management skills in a team-oriented, collaborative environment
• Strong interpersonal skills, with the ability to work effectively with all levels of the organization
• Ability to balance multiple tasks with changing priorities
• Ability to work and think independently and ensuring to meet deadlines
• Demonstrated ability to maintain strict confidentiality and handle sensitive matters with discretion
• Excellent attention to detail and organizational skills
• Must have clear and professional communication skills (written and oral) both internally and externally
• Proficient with both English, Cantonese and Mandarin.
• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization

Education And/or Experience

• Minimum high school diploma or equivalent
• Minimum 3-5 years of Management experience in similar or related field
• Possess ITIL Certifications
• Experience in Service Management is preferred
• Experience in the AV industry is preferred

• Seniority level Not Applicable

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at AVI-SPL Asia Pacific by 2x

Eastern District, Hong Kong SAR 3 days ago

Wan Chai District, Hong Kong SAR 1 day ago

Wan Chai District, Hong Kong SAR 1 day ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

16 hours ago Be among the first 25 applicants

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU’LL DO

Day-To-Day Responsibilities

• Day-to-day leadership and management of assigned Onsite Managed Services (OMS) staff including interviewing, hiring, performance management, time and expense approvals.
• Foster a culture of belonging and team spirit through frequent recognition and engagement.
• Promote and drive team collaboration and maintain team moral and engagement.
• Support the successful on-boarding of new OMS employees ensuring a smooth transition for both employee and client.
• Develop, adopt and deliver best practice service levels across all teams.
• Solicit and act upon performance feedback from customer stakeholders
• Collaborate with Regional Service Manager, Service Delivery Manager and Account Manager on issues related to account staffing and performance.
• Assist the RSM, SDM and Sales Account Manager on OMS contract renewal pricing.
• Support the coordination efforts to backfill contractual obligations for OMS clients through the Regional Dispatch Coordinator, SDM, and RSM.
• Work with stakeholders and colleagues to effectively manage OMS staffing related incidents and help develop effective incident management processes, aiding improved service delivery.
• Chairing weekly/monthly/quarterly Service Review Meetings with OMS staff.
• Set and monitor individual development plans for assigned OMS Staff to ensure skills meet or exceed the requirements for their role.
• Ensure OMS staff maintain required safety and security clearances and training for assigned customer locations.
• Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI-SPL requirements.

WHAT WE’RE LOOKING FOR

Skills And Abilities

• Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks
• Ability to understand and leverage existing Company systems to provide solutions to the business and recommend new systems when required
• Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach
• Demonstrated leadership and management skills in a team-oriented, collaborative environment
• Strong interpersonal skills, with the ability to work effectively with all levels of the organization
• Ability to balance multiple tasks with changing priorities
• Ability to work and think independently and ensuring to meet deadlines
• Demonstrated ability to maintain strict confidentiality and handle sensitive matters with discretion
• Excellent attention to detail and organizational skills
• Must have clear and professional communication skills (written and oral) both internally and externally
• Proficient with both English, Cantonese and Mandarin.
• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization

Education And/or Experience

• Minimum high school diploma or equivalent
• Minimum 3-5 years of Management experience in similar or related field
• Possess ITIL Certifications
• Experience in Service Management is preferred
• Experience in the AV industry is preferred

• Seniority level Not Applicable

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at AVI-SPL Asia Pacific by 2x

Eastern District, Hong Kong SAR 3 days ago

Wan Chai District, Hong Kong SAR 1 day ago

Wan Chai District, Hong Kong SAR 1 day ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.