What Jobs are available for Service Delivery Manager in Hong Kong?

Job Summary:
A career as a Service Delivery Manager will provide you with the opportunity to establish and maintain strong relationships with some of the largest insurers, asset managers, corporations and/or government entities as you manage daily client engagement, reporting, and operational performance. You will be critical to our client retention while utilizing your financial services and strong relationship management background. If you enjoy engaging with both internal and external stakeholders, are energized by working within a high performing team and find value in solving problems for others, you will thrive in this role.

Responsibilities:

• Plan and oversees the fulfillment of accurate daily/monthly/quarterly/annual reporting support and service for clients.
• Manages Client Engagement Model & client health reporting.
• Ensures quality servicing and operational performance within the parameters of delivery standards (standard operating procedures).
• Ensures client engagement from the daily user to the decision-maker level of the client.
• Manages delivery metrics.
• Provides guidance and mentorship to analysts.
• Providing training to clients.
• Coordinates and is involved in resolution of daily client inquiries and projects.
• Develop client relationships and expands network at those organizations, understanding client business and product needs.
• Strategic planning of service delivery to drive usage and proactive in service and support to reduce client downtime and support costs.
• Collaborate with sales and support groups to demonstrate the value of support offered to clients and identify business opportunities for expanded support.
• Maintain knowledge of product enhancements and the changing investments accounting industry.
• Helps aggregate client feedback and provides guidance to improve operationally and expand the product offering.

Required Skills:

• Working knowledge of financial services and investment accounting.
• Working knowledge of structured products, derivatives, fixed-income securities, etc. preferred.
• Self-starter proactively seeks out solutions and expertise.
• Able to execute in a fast paced and sometimes ambiguous environment.
• Strong computer skills, including proficiency in Microsoft Office.
• Excellent attention to detail and strong documentation skills.
• Outstanding verbal and written communication skills.
• Strong organizational and interpersonal skills.
• Exceptional problem-solving abilities.

Education and Experience:

• Bachelor's degree in accounting or similar field or relevant experience in Investment. Management, Insurance, FinTech, Investment Accounting, Financial Services, or Investment Operations.
• 5+ Years of experience.

The Job

• Managing service delivery to the client accounts, promoting the continuous improvement of productivity, service quality and customer satisfaction, preferably in the industry of document outsourcing, Print Room, Mail Room and BPS services
• Delivering service in best practice service delivery model to achieve SLA and enhance customer satisfaction
• Developing strong customer relationships and networks effectively to ensure service excellence
• Achieving productivity improvements resulting in high value for customer, margin enhancement and good P&L performance
• Transforming and growing the business for further profitable service revenue
• Performing team leadership and people management

The Person

• University graduate in Information Technology, Business Administration with relevant professional qualifications, e.g. ITIL, Lean Six Sigma, PMP is preferred
• At least 5 years' industry-related operations management experience
• Experience of having successfully operated at prime customer contact level
• Service delivery management experience with high standard and quality service delivered to customer(s)
• Demonstrate proven experience in implementing productivity and customer satisfaction enhancement programs
• Strong people management and development skills
• Preferred experience in outsourcing bids, from pre-sales to successful implementation
• Possess experience of contract negotiation/supplier management
• Fluent in both spoken and written English and Cantonese

Securities Responsibilities

• Ensure compliance with FUJIFILM Business Innovation Information Security Rule, Policies and procedures at all time.
• Responsible for maintaining security of all FUJIFILM Business Innovation information entrusted to and not limiting to proper classification & handling of FUJIFILM Business Innovation documents and records.
• Complete Information Security training and awareness program on regular basis and possess enough knowledge to adhere to FUJIFILM Business Innovation Information Security requirements.
• Responsible for identifying, reporting and complying with Information Security Incident & Reporting Procedure.
• Failing to comply with the security policies could be subject to disciplinary action, potentially including termination of employment or contract and/or prosecution.

Why you should consider this opportunity:

We offer attractive remuneration package with fringe benefits to right candidates. such as

• 5 days' work week
• Medical insurance
• Dental insurance
• Education allowance
• Transportation allowance
• Comprehensive training for new join Sales
• 12 days' annual leave
• Blissful leave of maximum 26 days per year (including birthday leave, workiversary leave, wedding anniversary leave, children graduation leave, volunteer leave, pet healthcare leave, home purchase, etc)

To discuss this opportunity further, please send your full resume, current and expected salary by clicking "Quick Apply".

We are an equal opportunity employer and welcome applications from all qualified candidates. All information provided will be treated in strict confidence and used for recruitment purposes only. Applicants not hearing from us within six weeks may consider their applications unsuccessful. All date of unsuccessful applications will be destroyed after six months.

Responsibilities:

• Responsible for overseeing the end-to-end delivery of Managed Security Services (MSS) to corporate customers, ensuring service level agreements (SLAs) are met, and maintaining high customer satisfaction.
• Acts as the primary point of escalation for customers, coordinates between SOC teams, and drives continuous service improvement.
• Conduct regular service reviews with customers to discuss performance, incidents, and improvement opportunities
• Work closely with Information Security Analysts, Incident Responders, and Threat Intelligence teams to ensure timely detection, analysis, and response to security incidents
• Oversee major security incident management, ensuring proper communication and resolution.
• Lead 7x24 team of analysts to monitor managed security service workflows, ticket queues, and response times to optimize efficiency
• Develop and deliver monthly/quarterly service reports (e.g., security incidents, threat trends, SLA compliance)
• Identify gaps in security monitoring and response** and drive process improvements
• Manage relationship with customer's security operation team to maintain a cohesive operations
• Develop and motivate sub-coordinates to uplift their performance through training, coaching, teamwork and organizing sectional activities
• Ensure a smooth and effective Tier 2 Operation Support especially focusing on incident, problem and change management

Requirements:

• Bachelor Degree holder or higher in cybersecurity, information technology or related field
• 8 years of experience in cybersecurity
• Certification required: ITIL v4, CISSP, CISM, or ISO 27001 LI
• PMP, or Prince2 is beneficial
• Solid background in SIEM, EDR and Vulnerability Management
• Strong knowledge in implementing managed security services is desirable
• Strong knowledge of ISO standard in security control
• Excellent interpersonal and presentation skills, mature, dedicated and self-motivating attitude
• Excellent client services and able to work under pressure
• Proficiency in spoken and written in both Chinese and English

Job Highlights

5-day work, Life & Medical & AD&D Insurance, AL

Service Delivery, Customer Service,

Communication & interpersonal skills

Key Responsibilities

• Deliver the professional customer service to clients of both Hong Kong and Singapore and achieve the agreed service level

Job Scopes

• Handle client enquiries, service requests and feedbacks of the assigned accounts

• Communicate with clients to follow up the job orders

• Prepare regular client reports

• Arrange regular client meetings to collect feedbacks and requirements

• Support ad-hoc projects as assigned by the superior

Qualifications

• Higher diploma or above in any discipline

• With working experience in customer service / account servicing is preferred, fresh graduates will also be considered

• Good communication and interpersonal skills

• Proficient in written and spoken English and Cantonese

• Proficient in using MS Office applications (Word, Excel, PowerPoint) 

Candidate with less experience will be considered. 

Interested parties, please send your CV with current and expected salary, availability to HR Department.

(All information provided by applicants will be treated in strictly confidential and used only for recruitment purpose.   All personal data of unsuccessful applicants will be destroyed after 6 months.)

Long Description
Job Summary:
Management of assigned Onsite Managed Services (OMS) staff including interviewing, hiring, performance management, time and expense approvals.

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.
• Ensure labor cost alignment against budgeted contract.
• 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.

Skills And Abilities
WHAT WE'RE LOOKING FOR

• 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

About the role

We are seeking a talented and experienced Service Delivery Manager (SDM) – Microsoft Dynamics 365 to join our dynamic team at 9Dots Consulting Limited. In this key role, you will be responsible for overseeing the delivery of our Microsoft Dynamics 365 solutions to our valued clients in the Causeway Bay. As a full-time position, you will work closely with our project teams to ensure seamless implementation and ongoing support for our Dynamics 365 offerings.

What you'll be doing

• Manage the end-to-end delivery of Microsoft Dynamics 365 projects, ensuring they are completed on time, within budget, and to the highest standards
• Collaborate closely with cross-functional teams, including sales, development, and support, to coordinate project activities and address any issues that arise
• Provide regular progress updates to clients and internal stakeholders, maintaining transparency and managing client expectations
• Identify and implement continuous improvements to our project delivery processes, leveraging your deep expertise in Dynamics 365
• Mentor and guide junior team members, sharing your knowledge and expertise to help them grow and develop their skills
• Stay up-to-date with the latest Dynamics 365 developments and best practices, ensuring our solutions remain cutting-edge

What we're looking for

• Minimum 5 years of experience in a Service Delivery Manager or Project Manager role, ideally within the Dynamics 365 ecosystem
• Proven track record of successfully delivering Dynamics 365 implementation projects, with a strong understanding of the platform's capabilities and functionalities
• Excellent communication and stakeholder management skills, with the ability to liaise effectively with both technical and non-technical stakeholders
• Proficient in project management methodologies, such as Agile or Waterfall, and the ability to adapt your approach to suit the needs of each project
• Strong analytical and problem-solving skills, with the ability to identify and resolve issues quickly and efficiently
• Excellent time management and organizational skills, with the ability to juggle multiple projects and priorities

What we offer

• Competitive salary and bonus structure
• Opportunities for professional development and career advancement
• Comprehensive health and wellness benefits, including medical insurance and gym memberships
• Collaborative and supportive work environment with a focus on work-life balance

About us

9Dots Consulting Limited is a leading provider of enterprise software solutions, specializing in the implementation and support of Microsoft Dynamics 365. With a strong presence in the Causeway Bay, we pride ourselves on delivering innovative, client-centric solutions that help our customers achieve their business goals. Our commitment to excellence, continuous improvement, and employee development has earned us a reputation as a trusted partner in the Information & Communication Technology industry.

Apply now to join our team and be a part of our exciting journey

Job Duties:

• Manage and lead a team of IT professionals responsible for infrastructure services.
• Develop and implement service delivery strategies that align with organizational goals.
• Ensure that all infrastructure services are delivered in accordance with SLAs and best practices.
• Monitor service performance and prepare reports for management.
• Coordinate with other IT departments to ensure seamless service integration.

Job Requirement:

• Diploma or above in Computer Science or related subjects
• At least 4-5 years of experience in IT service delivery or infrastructure management.
• Proven experience in managing teams and delivering IT infrastructure services.
• Strong understanding of IT infrastructure components (Cloud, servers, networks, storage, etc.).

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Job Overview:

We are seeking a seasoned Service Delivery Manager with strong project leadership skills and in-depth knowledge of Microsoft Dynamics 365. This role will oversee the delivery and operations of D365 solutions, working closely with clients, technical teams, and business stakeholders to ensure timely and high-quality project execution while continuously improving service delivery processes.

Key Responsibilities:

• Lead the delivery and implementation of Microsoft Dynamics 365 projects, including modules such as Finance, Sales, and Customer Service
• Build and maintain strong client relationships, understanding business needs and translating them into technical solutions
• Coordinate internal technical teams and external vendors to ensure proper resource allocation and timeline management
• Monitor service delivery performance and implement improvement plans
• Manage project budgets, risks, and change controls
• Provide executive-level reporting and track KPIs and SLA compliance
• Support pre-sales activities, including technical consultation and solution design

Requirements:

• Minimum 5 years of experience in IT project management or service delivery, preferably in an SDM or PM role
• Solid understanding of the Microsoft Dynamics 365 ecosystem and module architecture
• Strong communication and cross-functional collaboration skills
• Familiarity with Agile or Waterfall project management methodologies
• Certifications such as PMP, ITIL, or Microsoft credentials are a plus
• Fluent in English and Chinese, with a client-centric mindset

Job Type: Full-time

Pay: From $60,000.00 per month

Benefits:

• Additional leave
• Dental insurance
• Employee discount
• Medical Insurance
• Opportunities for promotion
• Paid sick time

Work Location: In person

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What you'll be doing:

We are seeking a proactive and experienced IT Service Delivery Manager to lead and enhance our service management practices. This role will be responsible for overseeing ITSM enhancement initiatives, managing change control processes, maintaining service dashboards, and ensuring service level agreements are met. The ideal candidate will also coordinate with SDMs to ensure incident responsiveness, including weekend coverage.

• Lead ITSM enhancement projects, ensuring clear scope, documentation, and stakeholder alignment.
• Managing and resolving critical incidents and problems, coordinating with relevant teams, and communicating with stakeholders.
• Oversee the Change Management Process, including RFC handling & CAB approvals for corporate systems & infrastructure.
• Develop and maintain the Service Management Dashboard, tracking KPIs and service performance metrics.
• Manage Service Level Agreements (SLAs), ensuring compliance and continuous improvement.
• Coordinate with business units & vendors to ensure accountability and incident response coverage, including weekends.
• Identifying areas for improvement in service delivery processes and implementing changes to enhance efficiency and effectiveness.
• Facilitate monthly service reviews and reporting to IT leadership.
• Collaborate with cross-functional teams to drive service excellence and operational efficiency

About you:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum 8 years of experience in IT service management or delivery roles.
• Strong knowledge of ITIL practices and service management tools.
• Proven experience in change management and incident response coordination.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work in a fast-paced environment and manage multiple priorities
• ITIL certification
• Familiarity with KPI tracking and dashboard tools