60 Service Delivery Manager jobs in Hong Kong

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

• Seniority level Not Applicable

Employment type

• Employment type Full-time

Job function

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

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Sign in to set job alerts for “Service Project Manager” roles. Senior Project Manager - Insurance Operational Risk up too 100K Service Delivery Manager (Cybersecurity) Technology Consulting - Cyber Security and Privacy Protection - Senior Associate - Hong Kong

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

SENIOR PROJECT MANAGER - plastic toy manufacturer (Chai Wan) Business Analyst / Project Manager | Securities Services

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Join to apply for the Technology - Service Delivery Manager role at Accenture

Join to apply for the Technology - Service Delivery Manager role at Accenture

Get AI-powered advice on this job and more exclusive features.

Let there be CHANGE

Ready to fast-track your career? Ready to solve complex problems? Advance your skills? Deliver next-generation technology solutions? Join Accenture and help transform leading organizations and communities around the world. Working in highly collaborative teams for world-leading clients, we’ll nurture your talent in an inclusive culture that values diversity.

Let there be CHANGE

Ready to fast-track your career? Ready to solve complex problems? Advance your skills? Deliver next-generation technology solutions? Join Accenture and help transform leading organizations and communities around the world. Working in highly collaborative teams for world-leading clients, we’ll nurture your talent in an inclusive culture that values diversity.

Your career is about what you want to be and who you want to be. It’s about bringing your skills, your curiosity and your best true self to your work. Here, you’ll match your ingenuity with the latest technology to make incredible things. Let’s create something together.

Technology - Service Delivery Manager

As a Service Delivery Manager at Accenture, you will be responsible for overseeing the delivery of high-quality IT services to our clients. Your role will involve managing service level agreements (SLAs), optimizing resource allocation, and ensuring that projects are delivered on time and within budget.

Job duties of this Role:

Oversee the end-to-end delivery of Application Management Services (AMS) for large-scale projects, ensuring adherence to SLAs and KPIs.

Act as the primary point of contact for the account/ client, fostering and maintaining strong relationships with key stakeholders.

Develop, implement, and refine AMS processes and workflows to improve efficiency and service quality.

Responsible for leading onshore and offshore IT professionals in delivering application and infrastructure support services to clients.

Monitor service team’s works and evaluate customer feedback to develop quality improvement processes.

Manage client expectations, handle escalations, and address issues and requirements.

Come JOIN US if you have:

8+ years of IT management experience in the consulting industry

Excellent interpersonal skills; proven ability to collaborate effectively with both onshore and offshore teams.

Demonstrated leadership capabilities, with strong skills in collaboration, communication, and decision-making.

Solid track record in managing IT operations and service delivery.

Extensive resource management experience, including performance management, workload distribution, team development, and knowledge management.

Strong problem-solving and analytical skills.

Effective client-facing abilities with strong verbal and written communication skills.

ITIL certifications preferred.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Project Management and Information Technology
• Industries Business Consulting and Services

Referrals increase your chances of interviewing at Accenture by 2x

Get notified about new Service Project Manager jobs in Hong Kong, Hong Kong SAR .

Project Manager - WPB Transformation and Management (HK) Technical Project Manager – Assistant Vice President – Program Delivery – IT Service Delivery Manager/ Outsourced Manager Senior / Regional Store Project Manager (Luxury Brand) Technical Project Manager - Contact Centre | Contract Asset Management - Vice President - Technical Project Manager/Business Analyst - HKD 1.5M - 1.8M

Shenzhen, Guangdong, China CN¥15,000.00-CN¥0,000.00 1 year ago

Arcadis 2026 Graduate Consultant (Hong Kong) Senior Associate – Business Advisory / Company Secretarial Services

Shenzhen, Guangdong, China CN¥1 000.00-CN 0,000.00 2 years ago

Business Development Manager - International Kitchenware Technology Consulting - Cyber Security and Privacy Protection - Senior Associate - Hong Kong Vice President, Post Trade – Platform & Infrastructure Consulting Lawyer - Projects - 4+ PQE - Peerpoint Panel

Shenzhen, Guangdong, China CN¥2 000.00-CN 0,000.00 2 years ago

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**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Senior Service Delivery Specialist is an advanced subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for large complex client contracts and is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts - can be specific client accounts or a group of accounts.
The Senior Service Delivery Specialist may operate across multiple sites or Support Services offerings and is the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.
The Senior Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option and is responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion.
It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.
**Key responsibilities:**
+ Works as Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and the organization.
+ Performs client facing service activation activities and support GDC in service activation completion
+ Responsible for operations performance, including - Service Improvement Plans; Establishes, monitors and reports Service Delivery Reports; Escalation management and Reporting; Meeting management with clients.
+ Major Incidents - scrutinizes adherence to process, recommends changes when SLA not met and work with larger delivery teams.
+ Change Management - manages and owns all RoE Changes.
+ Service First - owns Service First asset verification and contract status.
+ Vendor Backout - manages backout issues with Vendor.
+ Works with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation. Update runbook regularly to reflect the necessary changes. The run book content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships).
+ Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account Manager.
+ Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
+ Receives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etc.
+ Interfaces with internal contract management teams to normalize and execute change orders.
+ Reviews new offers and service capabilities with the appropriate members of team.
+ Supports billing / invoicing inquiries and / or disputes.
+ Monitors client satisfaction and identify service improvement plans to address client's satisfaction with the service.
**To thrive in this role, you need to have:**
+ Ability to establish strong relationships with internal stakeholders and external clients.
+ Excellent ability in managing coordinated delivery of service.
+ Excellent written and verbal communication skills.
+ Highly analytical with good problem solving skills and can use initiative to drive innovation.
+ Ability to work well in a pressurised environment.
+ Excellent client service orientation.
+ Displays excellent persuasion and influence abilities.
+ Passionate, strong initiative, self-driven with commitment to succeed.
+ Ability to manage budgets, resources, and timelines for service delivery projects.
+ Advanced proficiency in project management, including planning, execution, monitoring, and project delivery.
+ Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery.
**Academic qualifications and certifications:**
+ Relevant bachelor's degree or equivalent in Information Technology or Business Administration or related field.
+ ITIL Certification, such as ITIL Foundation or higher-level certifications.
+ Project Management Professional (PMP) certification desirable.
+ Client Relationship Management certification desirable.
**Required experience:**
+ Advanced demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.
+ Advanced experience in delivering IT services, managing IT projects, and understanding the IT service lifecycle.
+ Advanced experience in managing client relationships, understanding client needs, and ensuring client satisfaction.
#LI-APAC
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Join to apply for the Technology - Service Delivery Manager role at Accenture

Join to apply for the Technology - Service Delivery Manager role at Accenture

Get AI-powered advice on this job and more exclusive features.

Let there be CHANGE
Ready to fast-track your career? Ready to solve complex problems? Advance your skills? Deliver next-generation technology solutions? Join Accenture and help transform leading organizations and communities around the world. Working in highly collaborative teams for world-leading clients, we’ll nurture your talent in an inclusive culture that values diversity.

Let there be CHANGE
Ready to fast-track your career? Ready to solve complex problems? Advance your skills? Deliver next-generation technology solutions? Join Accenture and help transform leading organizations and communities around the world. Working in highly collaborative teams for world-leading clients, we’ll nurture your talent in an inclusive culture that values diversity.
Your career is about what you want to be and who you want to be. It’s about bringing your skills, your curiosity and your best true self to your work. Here, you’ll match your ingenuity with the latest technology to make incredible things. Let’s create something together.
Technology - Service Delivery Manager
As a Service Delivery Manager at Accenture, you will be responsible for overseeing the delivery of high-quality IT services to our clients. Your role will involve managing service level agreements (SLAs), optimizing resource allocation, and ensuring that projects are delivered on time and within budget.
Job duties of this Role:

Oversee the end-to-end delivery of Application Management Services (AMS) for large-scale projects, ensuring adherence to SLAs and KPIs.

Act as the primary point of contact for the account/ client, fostering and maintaining strong relationships with key stakeholders.

Develop, implement, and refine AMS processes and workflows to improve efficiency and service quality.

Responsible for leading onshore and offshore IT professionals in delivering application and infrastructure support services to clients.

Monitor service team’s works and evaluate customer feedback to develop quality improvement processes.

Manage client expectations, handle escalations, and address issues and requirements.

Come JOIN US if you have:

8+ years of IT management experience in the consulting industry

Excellent interpersonal skills; proven ability to collaborate effectively with both onshore and offshore teams.

Demonstrated leadership capabilities, with strong skills in collaboration, communication, and decision-making.

Solid track record in managing IT operations and service delivery.

Extensive resource management experience, including performance management, workload distribution, team development, and knowledge management.

Strong problem-solving and analytical skills.

Effective client-facing abilities with strong verbal and written communication skills.

ITIL certifications preferred.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Project Management and Information Technology
• Industries Business Consulting and Services

Referrals increase your chances of interviewing at Accenture by 2x

Get notified about new Service Project Manager jobs in Hong Kong, Hong Kong SAR .

Project Manager - WPB Transformation and Management (HK) Technical Project Manager – Assistant Vice President – Program Delivery – IT Service Delivery Manager/ Outsourced Manager Senior / Regional Store Project Manager (Luxury Brand) Technical Project Manager - Contact Centre | Contract Asset Management - Vice President - Technical Project Manager/Business Analyst - HKD 1.5M - 1.8M

Shenzhen, Guangdong, China CN¥15,000.00-CN¥0,000.00 1 year ago

Arcadis 2026 Graduate Consultant (Hong Kong) Senior Associate – Business Advisory / Company Secretarial Services

Shenzhen, Guangdong, China CN¥1 000.00-CN 0,000.00 2 years ago

Business Development Manager - International Kitchenware Technology Consulting - Cyber Security and Privacy Protection - Senior Associate - Hong Kong Vice President, Post Trade – Platform & Infrastructure Consulting Lawyer - Projects - 4+ PQE - Peerpoint Panel

Shenzhen, Guangdong, China CN¥2 000.00-CN 0,000.00 2 years ago

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2 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

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

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service
• Industries Telecommunications

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

Sign in to set job alerts for “Service Assistant” roles. Customer Service/Administration Assistant Customer Service, Assistant Manager (More than 1 opening)

Wan Chai District, Hong Kong SAR 1 week ago

Officer, Project Administration (Ref: SMD132/25, 10442) Executive Assistant (Travel Required to SZ, up to 38k) HR Administrative Assistant - Temporary Full/Part-time (Students Welcomed) Assistant Manager, Settlement & Nominee Services (12 months contract)

Central & Western District, Hong Kong SAR 3 weeks ago

(Fresh Graduate Welcome) Company Secretarial Assistant/ Officer

Wan Chai District, Hong Kong SAR 3 weeks ago

CUSTOMER SERVICE ASSISTANT - shipping company / container feeder / forwarder / logistics (Sheung Wan/5 days work)

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

TRAINEE: Business Management Office (BMO) Assistant Assistant Client Service Manager - Private Banking Department (HK) Admin Assistant (Team Assistants from Hedge funds, Asset Management, Investment Banks welcome to apply) Restaurant Receptionist (All Day Dining Restaurant) Officer, Administration and Facilities Management

Wan Chai District, Hong Kong SAR 1 month ago

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(Assistant) Service Management Manager (ToB)

Be among the first 25 applicants - 2 days ago

Responsibilities

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.

Requirements

• 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.

Additional Details

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

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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)

Job Description

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.

Responsibilities

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.

Requirements

• 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.

Additional Information

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

#J-18808-Ljbffr

2 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

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

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service
• Industries Telecommunications

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

Sign in to set job alerts for “Service Assistant” roles. Customer Service/Administration Assistant Customer Service, Assistant Manager (More than 1 opening)

Wan Chai District, Hong Kong SAR 1 week ago

Officer, Project Administration (Ref: SMD132/25, 10442) Executive Assistant (Travel Required to SZ, up to 38k) HR Administrative Assistant - Temporary Full/Part-time (Students Welcomed) Assistant Manager, Settlement & Nominee Services (12 months contract)

Central & Western District, Hong Kong SAR 3 weeks ago

(Fresh Graduate Welcome) Company Secretarial Assistant/ Officer

Wan Chai District, Hong Kong SAR 3 weeks ago

CUSTOMER SERVICE ASSISTANT - shipping company / container feeder / forwarder / logistics (Sheung Wan/5 days work)

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

TRAINEE: Business Management Office (BMO) Assistant Assistant Client Service Manager - Private Banking Department (HK) Admin Assistant (Team Assistants from Hedge funds, Asset Management, Investment Banks welcome to apply) Restaurant Receptionist (All Day Dining Restaurant) Officer, Administration and Facilities Management

Wan Chai District, Hong Kong SAR 1 month ago

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

#J-18808-Ljbffr

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)

Job Description

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.

Responsibilities

• 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.

Requirements

• 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.

Additional Information

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

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