IT Service Lead
Dairy Farm
Quarry Bay, Islands, Hong Kong
source : Fidanto

Dairy Farm is a leading pan Asian retailer operating over 6 500 outlets and employing over 180 000 people across 11 countries Dairy Farm s total annual sales exceeded US 17 billion and has a customer base of over 1 billion consumers across its highly diversified businesses The Group operates supermarkets health and beauty stores convenience stores home furnishings stores and restaurants under well known brands ranging from Wellcome and Mannings to 7 Eleven and IKEA With such a broad offering and wide geographic reach we welcome applications from candidates with a passion for retail and a pioneering spirit to join our expanding team IT Service Lead The Job Define future support model and process for a new organization within DF 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 maintain records of relevant information Produce regularly analyses 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 check 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 Assist with the implementation of agreed remedies and preventive measures The Person A minimum of a Bachelor degree with at least 5 years of working experience in IT in FMCG or retail industry is a plus Strong experience in IT Operations Management with exposure to ITIL Experience with managing IT Operations with multiple vendors and businesses in the landscape Very structured with analytical mind and operational management skills Excellent communication and presentation skills with strong stakeholder management skill Proficiency in written and spoken English is essential

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