DB Results is currently looking for an IT Service Leader to work with one of our Retail Clients in Quarry Bay.This role is to ensure continuous smooth operation of assigned production applications, fulfill ad-hoc request and manage resources to optimize service delivery; Coordination of appropriate and timely responses to service requests, including but not limited to coordinating with appropriate teams, and keeping requesters appraised of progress towards service restoration.

Responsibilities:

• Define future support model and process for a new organization within the Group
• Define and manage transition plan from project into business as usual operations
• Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
• Regularly analyse service records against agreed service levels to identify actions required to maintain or improve levels of service, and initiates and reports these actions
• Act as incident manager to manage impact assessment and communication between offshore support centre, IT suppliers, and business stakeholders
• Maintain support processes and checks that all requests for support are dealt with according to agreed procedures
• Collect application and infrastructure performance statistics and create reports
• Initiate and monitor actions to investigate and resolve problems in application systems and services
  Assists with the implementation of agreed remedies and preventive measures

Requirements:

• A degree level education
• Over 5 years of solid experience in IT Service Delivery
• Excellent leadership, project management, organizational and communication skills
• Adapt to the new environment quickly and work under pressure
• Experience in working on large scale organization, preferably in retail industry
• With can do attitude
• Language proficiency in English, Cantonese and Mandarin. Proven experience in verbal and written executive level communications.