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End User Services Delivery Manager

Keywords / Skills : End User Services Delivery Manager

7 - 10 years
Posted: 2019-07-02

Software Engineer/ Programmer
Posted On
2nd Jul 2019
Job Ref code
Job Description
Job Description:

Payroll: ValeurHR.

Work Location: Hong Kong.

Project Duration: 6 Months + Extendable.

Exp: 7+ Yrs

Preferred only Hong Kong Citizen candidates.

The End User Services Delivery Manager is responsible for the service provided to the users in respective country for a portfolio of customer who is responsible for:

o Quality of support for Workstations

o Consideration and project monitoring at the perimeter positions Job

o Management of all service desk activities delivered by our partners or service providers

In terms of Service Delivery, this position is responsible for the control of service lines and outsourced activities, namely:

o Ensuring quality service to our customers, offering local and operational implementation of the contract (budget / SLA / QoS)

o Monitoring the project for "Workstations" perimeter playing the interface between project teams and Delivery teams.

o Roadmap / Tickets Forecast

o Operational Relationship with vendor

o Governance with Vendor & Client

o Reporting & Service Improvement Plan

o Complaint & Escalation Management

o Operational Excellence

Skill Set:

This position requires strong service delivery mind set with high knowledge on the service desk operations and functionalities, with knowledge of the processes, software "amp hardware systems being supported. Oversee timely delivery of quality support service to clients.

The role will also involve coordinating within internal Tech teams, ensuring hand holding of processes "amp new projects are smooth. Should have a strong operational background adhering to strict service management processes like Incident, Problem, Change Management, Service Level management etc.,

The ideal candidate will have at least 8-10 years of experience in managing service desk as a Manager or in a similar service delivery management role.
Should be intelligent, highly motivated individual, enjoying cutting edge technology and have a passion for troubleshooting, learning, and sharing knowledge.

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