Responsibilities:

• Owns the overall service and day-to-day customer care in the provision of those services. Manage the production service providers to improve service performance where the delivered service is not meeting SLA or customer’s required levels.
• Act as point of contact to interface with multiple stakeholders including our Client, internal service teams, system vendors on regular basis
• Maintain and monitor the service level requirement and standard performed by the service providers, handle client’s requirement and issues management.
• Perform high level problem management and to escalate and liaise with other service teams to get appropriate support and resources in dealing with problems/risks
• Conduct monthly report and service review, trend and root cause analysis, identify and lead continuous improvement plan for the Client

Requirement:

• Bachelor Degree in Information Technology or relevant discipline.
• Good command of spoken and written English.
• Minimum 5 years relevant experience in service delivery, IT service desk operation and critical support environment. Strong operational process management expertise in ITIL and or other operation frameworks
• Good interpersonal and communication skills with clients and colleagues (locally and overseas). A proactive self-starter with the ability to work as a team, independently and under pressure.
• Customer focused and strives for high quality service & continuous improvement

Interested parties, please send your full resume in word format together with salary expectation to garychoi @grammytech.com

(All data collected would be used for recruitment purposes only)

GrammyTech Limited (“GrammyTech”) is a reputable recruitment and HR consulting firm that provides a comprehensive human resource needs to clients in the Asia Pacific region.  With roots dating to 1992, GrammyTech has established a regional network of more than 80 consultants and research specialists station in Hong Kong, Beijing, Shanghai, Guangzhou and Taiwan.  We offer human resources consultancy services to a wide range of industries, including Banking & Finance, Information Technology, Internet, Telecommunication, Retail Marketing, etc.  Our dedicated professional team consists of consultants who are experts in their respective fields.   We have a proven record of delivering talent selection service to different reputable and internationally listed companies like Fortune 500 and other US Top fast-growing firms. We have completed more than 20,000 job assignments and our high-quality and diversified consulting services are well recognized by our clients. Applicants are thrilled by our job-match to find or create roles that fit them best for career advancement.