Assistant IT Manager - Services

Responsibilities:

• Coordinating with internal IT teams, business stakeholders and vendors to deliver smooth overall IT operations;
• Establish service management framework / workflow according to best practices, and ensure that the IT operations is align with such established standard / framework;
• Act as primary coordination point for incident and service issues escalated;
• Monitoring incident resolution, technology or process, across technology teams and management where required;
• Responsible for enterprise change management and proactive in incident management;
• Drive process improvements and provide documentations for changes. This includes continuous service improvement through the outcome of correlate and analysis of data;
• Liaison with multiple groups (including technology and non-technology) to ensure service level targets are met, user satisfaction remains high, and escalations occur in a timely manner;
• Regular service performance and capacity review and report.

Requirements:

• Bachelor's Degree or above in Computer Science/IT/related discipline;
• Over 5 years of experience in IT field with at least 3 years in Service Management;
• Familiar with ITIL framework; with a holistic and solid understanding of Service Management, which consist of Incident, Change, Problem and Asset Management;
• Experienced in running IT helpdesk / service desk operations; Familiar with end-user technology solutions support, such as Ms. Windows, Ms. Office, VDI, SCCM, PC troubleshooting etc.;
• Experienced with ITSM tool administration, i.e. ServiceNow, Jira, ManageEngine, ServiceDesk etc.;
• With high level understanding of IT operations, i.e. infrastructure, network, application, etc.;
• Good leadership and people management capacity including management of vendors;
• Good communication, collaboration, inter-personal and customer service skills;
• Excellent analytic and problem solving skills with objective thinking and strong willingness to initiate and drive changes across all levels;
• Good command in English and Chinese (Cantonese & Mandarin);
• Holder of ITIL v3/4 related certification is preferred;
• Familiar with Hotel operations is definitely an advantage;
• Immediate available is highly preferred. 

We offer long-term career prospect and competitive remuneration package to the appointed candidate. Interested parties are invited to send your CV to recruit@hopewellholdings.com

Personal data collected will be used for recruitment purposes only.

Applicants not contacted within 8 weeks of applying should consider their applications unsuccessful.