IT Service Manager
Central, Hong Kong


  • Manage the client on-boarding process for smooth completion within the agreed timeline.
  • Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed.
  • Deliver training to clients in preparation for handover before service activation.
  • Facilitate interaction between internal stakeholders and customers to organize and execute plans.
  • Proactively drive the resolution of incidents, planned / unplanned changes and ah-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties.
  • Motivate and provide guidance and support to the team by analyzing systematic issues and better managing resources to streamline service management needs.
  • Conduct regular service reviews with customer to evaluate the satisfaction level, collect feedbacks from client, and explore new opportunities for the organization.
  • Collect and analyze data / statistics for periodically review and ensure that the agreed service-level targets that agreed with client are met .
  • Work closely with Technical Account Manager and Network Security Specialist to maintain customer satisfaction in a high level
  • Work closely with Sales Team to increase new opportunities with existing clients.
  • Set the vision, direction, and culture of his / her team by managing individual and team performance expectations and goals with customer service quality in mind.
  • Requirements

  • Degree holder or above
  • 8 year’s customer service experience in IT / Telecom industry and / or 3-5 year related experience on account management role in B2B environment
  • Experience in supporting and expanding customers & creating service / support strategies across the varied business cultures in APAC.
  • Proven track record in building positive relationships with customers.
  • Experience in handling clients from FSI industry is an advantage.
  • Operations and organization skills in implementing and driving best practices in multi-office cross-functional organizations.
  • Sound knowledge on modern Internet technologies, with demonstrated aptitude for technology at business and technical level.
  • Strong organization and analytical skills.
  • Willing to take up challenges and go the extra mile to deliver excellent customer service by working closely with the respective team managers in resolving customer issues.
  • Outstanding interpersonal skills, as well as a deep understanding of mutual goals and individual issues;
  • Ability to overcome complex organization structure and establish good relationship with influencer and decider.
  • Time management skills are also necessary to juggle what will likely be an inconsistent and fluid schedule.
  • Strong written and verbal communication skills, in both Mandarin / Cantonese and English.
  • Our Client

    One of the Global Network Service Provider that provides network / internet security solutions, is now seeking IT Service Manager to join their team in Hong Kong.

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