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Responsibilities
- Oversee all IT services for tenants and clients.
- Manage IT service processes, ensuring SLA compliance and minimizing business impact from incidents.
- Act as change manager to mitigate risks related to infrastructure changes.
- Establish and manage support services for assigned platforms.
- Ensure daily IT operations meet best practices and operational KPIs.
- Implement and promote ITIL processes among IT and outsourced teams.
- Maintain up-to-date documentation for outsourcing operations according to standards.
- Collaborate with teams to deliver effective IT services.
- Ensure outsourced providers accurately track and record incidents.
- Improve resolution of recurring issues through automation.
- Communicate with users during significant incidents and escalate critical issues to management.
- Oversee infrastructure changes, ensuring proper approvals per ITIL processes.
- Facilitate Change Management meetings as needed.
- Perform other duties as assigned by management.
Requirements
- Bachelor’s degree in IT, Computer Science, or a related discipline.
- Minimum 8 years of relevant IT experience with a focus on quality service delivery.
- Experience in implementing ITIL processes or ITIL certification is a plus.
- Knowledge of data center operations, including networks, servers, storage, and disaster recovery. Familiarity with Microsoft, Cisco, VMware, and enterprise SAN technologies is required.
- Strong stakeholder management skills, engaging effectively with vendors and teams.
- Service-oriented with excellent problem-solving and communication skills.
- Proficient in business-level Chinese and English, both written and spoken.
Employer questions
Your application will include the following questions:
- How many years' experience do you have as a Service Delivery Manager?
- What's your expected monthly basic salary?