Director, Service Delivery, Asia & Pacific
Hong Kong

Job purpose

The Service Delivery Director is responsible for :

  • Demand management by acting as the point of contact for business and for IT solutions
  • Critical incident or crisis management
  • Project portfolio & Costing
  • Reporting based on SLAs & KPI (financial & operational)
  • Business satisfaction surveys preparation, communication and analysis
  • Participation to the IT arbitrage process (with IT solutions, governance and business)
  • Main roles and responsibilities

    Demand management

  • Developing a privileged relationship with business stakeholders and IT Operations. Creating business intimacy by being the point of contact for business request or project demand collection
  • Assessing business requirements based on the existing portfolio to leverage as maximum as possible existing solutions and help prioritizing investment based on business benefit criteria and taking into consideration IT constraints
  • Developing a good understanding of business in terms of context, environment, process & procedures, criticality
  • Critical incident or crisis management

  • Acting as the point of contact for business in case of dissatisfaction, critical incidents, problems and major changes
  • If needed, being able to coordinate a task force to solve operational problems by ensuring the business requests are well understood
  • Project portfolio & Costing

  • Overseeing the project portfolio (projects ongoing, projects to start, demand under validation) of business
  • Capturing IT potential investments, analyzing and managing project portfolio
  • Defining and following up budget of business, costing management
  • Project portfolio risk identification, analysis and treatment
  • Realizing quarterly budget review
  • Reporting based on SLAs & KPI (financial & operational)

  • Setting up the governance model with business and IT Solutions
  • Defining the reporting model (financial and operational) with business based on defined SLAs and KPI
  • Publishing the reports to relevant stakeholders
  • Business satisfaction surveys

  • Ensuring the business global satisfaction towards IT Operations services, and being proactive for business feedbacks
  • Preparing regularly business satisfaction surveys and analyzing the results
  • Defining improvement plans based on the business satisfaction survey results
  • IT arbitrage process

  • Representing IT Operations to participate to the IT arbitrage process (with IT solutions, governance, and business)
  • Team management

  • Providing leadership to a globally distributed team of Service Delivery Manager, ensuring they understand their roles, responsibilities and KPIs
  • Actively working with peers and senior management to build and maintain strong, productive working relationships
  • Continuously review, adjust and train teams to ensure their capabilities remain current and relevant to the underlying infrastructures and services
  • Budget management

  • Managing OPEX and CAPEX budgets of Service Delivery team
  • Scope

  • Team management : 5 to 8 FTE
  • Key internal stakeholders : All the IT Teams and Business
  • Key external stakeholders : Vendors (external service providers)
  • Availability to travel : Occasionally
  • Profile required

  • Education required : BAC+5 (engineering or business school / university specialized of Information system, )
  • Experience / Background : 15+ years of previous experience in IT Operations and 5+ years of management or team leadership experienceExperience with IT Service management processes and application development / deploymentExperience with Project Management / Insight into Project MethodologyP&L responsibilitiesExperience managing significant external service providers and associated relationshipsDemonstrated insight into Business and IT strategyProven track record of coordinating teamwork in a multicultural environment and managing staff over remote sitesExperience interacting with various corporate profiles : technical personnel, end-users, high profiles
  • Tools : (linked to tools / job / method)Infrastructure operations knowledge and management capabilitiesProficient knowledge of infrastructure concepts, including Unix and Windows Server O / S, LDAP, AD Authentication, DNS, and networking / firewalls
  • L anguage required : Fluent in English
  • Job Posting End Date :

    Target Hire Date : 2020-10-14-07 : 00

    2020-10-14-07 : 00


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