This offer job is expired.

Service Delivery Manager

Atos Hong Kong - Expires on Aug 14, 2013

Country
Location
Job Type
Experience
Eligibility

Hong Kong
Kowloon City
Permanent - Full Time
15+ years
Expat and local

Function

Job Category

Information Technology / IT

Salary

Negotiable

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Job Description

Design, develop and maintain a robust process for IT metrics collection, correlation, calculation and presentation

Ensure that service requests and support processes as well as metrics are in place, work collaboratively with project, process and operations managers

Collate Service Level Agreement (SLA) metrics and continually assess to improve service delivery expectations and customer satisfaction

Ensure that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed

Ensure that improvement initiatives are identified in service reviews are acted upon and progress reports are provided to customers and management

Provide solutions guidance, sign off and implementation support with members of the team to approve projects

Participate in account planning and strategy activities, perform account and project portfolio management activities such as in the area of invoicing, billing and reporting

Manage delivery teams� costs and provide costs forecast to internal finance for billing and financial analysts

Measure, record, analyze and improve customer satisfaction

Ensure applicable quality management methods are used to support continual improvement activities, interpret and execute results

Manage all audit requests to ensure Atos provides the relevant information in adherence to compliance on the behalf of the client

Seek new business opportunities, service enhancements and development opportunities and initiate proposals as required

Build up strong relationship with the senior level management of customers

Job Requirements

Degree in Information Technology or related discipline

At least 15 years� relevant experience in service delivery and data centre operations

Basic knowledge of UNIX (one or more of AIX, Solaris, Linux) , MS Windows and Mainframe environments

Basic knowledge of system management and monitoring tools

Fundamental understanding of network technology (LAN and WAN)

Sound technical management experience of critical support environments

Strong operational process management expertise, experience of ITIL or other IT operations frameworks

Certification of ITIL

A strong sense of leadership, responsible, service and customer-oriented, well organized, self-motivated characters with good communication skills

Good command of spoken and written English and Chinese. Mandarin is highly preferable

Required to work on call standby as required by the nature of the job

Experience working with and influencing customers at senior level, working experience with government sectors is welcomed

Commercially focused & financially aware, contract & partner management experience is preferable

About the recruiter

Atos is an international information technology services company with annual revenues of EUR 8.7 billion and 78,500 employees in 42 countries. Serving a global client base, it delivers hi-tech ...