286 Service Manager jobs in Hong Kong

1 day ago Be among the first 25 applicants

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Direct message the job poster from Avenir Group

• VIP / Institutional account services/ CS preferred , Crypto related exp. is a MUST
• Handle Telegram , back office tickets, and provide 7*24h online enquiries and email/call replies services to customers.
• Handle customer enquiries, advices and suggestions via telegram, email or online tools.
• Support other business units with customer liaison, accurately document customer requests and advices, and provide feedback in the form of documentation.
• Multiple product lines support exp. is preferred, for example futures product, crypto wallet, earn product etc.
• KYC/KYB exp. is preferred
• Handle customer complaints, any special cases or ad hoc tasks.

** Senior team leader will require exp. in leading CS/key account team

Requirements:

• College degree or above.
• Proficient in written and spoken English & Simplified Chinese (Mandarin) . Other languages would be of a great advantage, for efficient collaboration with various stakeholders in the company
• Minimum 3 year experience in customer service or key account management, preferably in finance or crypto industry. Outstanding recent graduates are also welcome to apply.
• High level of honesty and integrity. Proactive and meticulous. A sense of responsibility and team work spirit.
• Detail-minded and able to take ownership to resolve client issues.
• Ability to work under pressure, strong communication skills and exceed beyond expectation.
• Passionate for customer service industry and can accept to work under different work shifts, including night shift, overnight shift.
• Positive about the crypto industry.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service

Referrals increase your chances of interviewing at Avenir Group by 2x

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

Senior Executive/ Executive, Operations-Customer Services Executive Director, Cash Product and Implementation Manager, Transaction Banking VP, Branch Business Manager (Licensed), Consumer Banking Group Senior Manager, Affluent Propositions (HK) Assistant Manager, Passenger Services Standard and Training Specialist, Know Your Customer, SME Banking

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Join to apply for the Customer Service Manager role at Plotio Financial Group Limited .

6 days ago Be among the first 25 applicants.

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PLOTIO was established in 1983 and has grown into a dynamic financial institution with diverse business interests including real estate, property management, bullion trade, and environmental services. We are expanding and invite you to join our team to develop into future leaders.

Key Responsibilities

• Manage a team of up to 20 staff members.
• Handle customer inquiries related to account opening, market information, and complaints professionally.
• Oversee Quality Assurance Training (QAT); conduct QA and training for customer service and sales teams; manage live chat QA programs.
• Develop and maintain an up-to-date knowledge database; digitize manuals to improve operational efficiency.
• Ensure proper documentation and storage of client documents.
• Manage communication with internal and external parties.
• Lead process improvements and customer service projects.
• Gather customer feedback and recommend improvements.

Requirements

• Bachelor’s degree in business or related fields; at least 5 years of relevant leadership experience in customer service.
• Fluent in English, Mandarin (mandatory), and Cantonese.
• Proficient in Microsoft Word, Excel, and Chinese Word Processing.
• Customer-focused with excellent interpersonal and communication skills; positive, self-motivated, and a strong leader.
• Attention to detail, mature, patient, responsible.
• Knowledge of AI is preferred.
• Immediate availability is an advantage.

What We Offer

• 5-day work week
• Medical scheme
• Bank holidays
• Life insurance
• Performance bonus

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Other
• Job function: Sales and Human Resources

This job is still active and accepting applications.

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1 day ago Be among the first 25 applicants

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

Direct message the job poster from Avenir Group

• VIP / Institutional account services/ CS preferred , Crypto related exp. is a MUST
• Handle Telegram , back office tickets, and provide 7*24h online enquiries and email/call replies services to customers.
• Handle customer enquiries, advices and suggestions via telegram, email or online tools.
• Support other business units with customer liaison, accurately document customer requests and advices, and provide feedback in the form of documentation.
• Multiple product lines support exp. is preferred, for example futures product, crypto wallet, earn product etc.
• KYC/KYB exp. is preferred
• Handle customer complaints, any special cases or ad hoc tasks.

** Senior team leader will require exp. in leading CS/key account team

Requirements:

• College degree or above.
• Proficient in written and spoken English & Simplified Chinese (Mandarin) . Other languages would be of a great advantage, for efficient collaboration with various stakeholders in the company
• Minimum 3 year experience in customer service or key account management, preferably in finance or crypto industry. Outstanding recent graduates are also welcome to apply.
• High level of honesty and integrity. Proactive and meticulous. A sense of responsibility and team work spirit.
• Detail-minded and able to take ownership to resolve client issues.
• Ability to work under pressure, strong communication skills and exceed beyond expectation.
• Passionate for customer service industry and can accept to work under different work shifts, including night shift, overnight shift.
• Positive about the crypto industry.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service

Referrals increase your chances of interviewing at Avenir Group by 2x

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

Senior Executive/ Executive, Operations-Customer Services Executive Director, Cash Product and Implementation Manager, Transaction Banking VP, Branch Business Manager (Licensed), Consumer Banking Group Senior Manager, Affluent Propositions (HK) Assistant Manager, Passenger Services Standard and Training Specialist, Know Your Customer, SME Banking

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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

• Seniority level Not Applicable

Employment type

• Employment type Full-time

Job function

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

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

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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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

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

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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Direct message the job poster from HCLTech

HCLTech , one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

___

The Service Manager, also known as Customer (or Client) Service Manager (CSM), or Service Program Manager (SPM) is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process include activities such as:

• Conduct Service Management Reviews: In collaboration with key stakeholders, establish and maintain service management reviews to ensure client's services and performance are aligned with the Customer’s business plans
• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.

Responsibilities include:

• Business Relationship and Governance Management:
• Relationship Management
• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
• Manage Customer enablement duties such as portal overview, training, access requests and ongoing Customer needs.
• Operational / Performance Management
• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.
• Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
• In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
• Identify ongoing benefits, opportunities, and innovation for continual service improvement

Skills and Qualifications

• 2-3 years of related service management experience
• Strong organizational, presentation, and problem-solving skills
• Demonstrated experience with verbal and written communication
• Business and Financial acumen
• Ability to communicate with multiple levels of leadership
• Preferred ITIL v4 Foundation Certification
• Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word

Preferred:

ITIL Foundation Certification

Project Management Related Certifications

Lean Six Sigma Yellow Belt Certification, Qwik solver or Equivalent education.

Why Us?

• We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees
• Our company is extremely diverse with 165 nationalities represented
• We offer the opportunity to work with colleagues across the globe
• We offer a virtual-first work environment, promoting a good work-life integration and real flexibility
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique sparkC

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at HCLTech by 2x

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

Service Quality Manager - Cards & Unsecured Lending (Assistant) Service Management Manager (ToB) Branch Service Executive/General Banking Manager/Customer Relationship Manager (HK) Service Manager - IT System ( Global IT Solutions firm) Service Excellence Manager/ AM, Insurance Operations Assistant Manager, Customer Relationship Branch Service Executive(Teller)/Customer Relationship Manager/Digital Branch Service Executive/General Banking Manager/Insurance Specialist (HK) Assistant Quality Manager (Cargo Terminal Services) Claim Service Manager - Hang Seng Insurance (HK) Customer Relationship Manager (Customer Contact Centre) (HK) Regional Assistant Infrastructure Manager, APAC Solution Manager - ICT/Solutions Operations (Global Tech | Presales | 60k+ with 4-8m Bonus) Information Technology Service Delivery Manager Assistant Client Service Manager - Private Banking Department (HK) Assistant Customer Business Support Manager (Ref. No. CS-CIBD-ACBSM-LI) Logistics Executive (6-month contract; Maternity cover) Technical Manager (Security Operations) | HKD 850K - 1.1M | Inhouse + Perm Technical Service Manager, Network Security Senior Manager, Retail Banking Services, Operations

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Direct message the job poster from HCLTech

HCLTech , one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

___

The Service Manager, also known as Customer (or Client) Service Manager (CSM), or Service Program Manager (SPM) is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process include activities such as:

• Conduct Service Management Reviews: In collaboration with key stakeholders, establish and maintain service management reviews to ensure client's services and performance are aligned with the Customer’s business plans
• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.

Responsibilities include:

• Business Relationship and Governance Management:
• Relationship Management
• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
• Manage Customer enablement duties such as portal overview, training, access requests and ongoing Customer needs.
• Operational / Performance Management
• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.
• Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
• In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
• Identify ongoing benefits, opportunities, and innovation for continual service improvement

Skills and Qualifications

• 2-3 years of related service management experience
• Strong organizational, presentation, and problem-solving skills
• Demonstrated experience with verbal and written communication
• Business and Financial acumen
• Ability to communicate with multiple levels of leadership
• Preferred ITIL v4 Foundation Certification
• Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word

Preferred:

ITIL Foundation Certification

Project Management Related Certifications

Lean Six Sigma Yellow Belt Certification, Qwik solver or Equivalent education.

Why Us?

• We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees
• Our company is extremely diverse with 165 nationalities represented
• We offer the opportunity to work with colleagues across the globe
• We offer a virtual-first work environment, promoting a good work-life integration and real flexibility
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique sparkC

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at HCLTech by 2x

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

Service Quality Manager - Cards & Unsecured Lending (Assistant) Service Management Manager (ToB) Branch Service Executive/General Banking Manager/Customer Relationship Manager (HK) Service Manager - IT System ( Global IT Solutions firm) Service Excellence Manager/ AM, Insurance Operations Assistant Manager, Customer Relationship Branch Service Executive(Teller)/Customer Relationship Manager/Digital Branch Service Executive/General Banking Manager/Insurance Specialist (HK) Assistant Quality Manager (Cargo Terminal Services) Claim Service Manager - Hang Seng Insurance (HK) Customer Relationship Manager (Customer Contact Centre) (HK) Regional Assistant Infrastructure Manager, APAC Solution Manager - ICT/Solutions Operations (Global Tech | Presales | 60k+ with 4-8m Bonus) Information Technology Service Delivery Manager Assistant Client Service Manager - Private Banking Department (HK) Assistant Customer Business Support Manager (Ref. No. CS-CIBD-ACBSM-LI) Logistics Executive (6-month contract; Maternity cover) Technical Manager (Security Operations) | HKD 850K - 1.1M | Inhouse + Perm Technical Service Manager, Network Security Senior Manager, Retail Banking Services, Operations

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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.