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
Job Category
Information Technology / IT

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 Hong Kong

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 ...

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