IT Team Lead

ServiceOne Limited is one of the largest Information Technology (IT) consulting and managed services providers in the region. The company was founded in 1999 and is headquartered in Hong Kong with a strong foothold in China and business coverage in the Asia Pacific region. Our clients are government departments, non-government organizations, educational institutes, multinational corporations, and small to medium companies across various industries. Our services include Consulting and Application Management Services, Digitalization of Workflow Management, Outsource Managed Services, Hardware & Software Maintenance, Project Management, Product Life Cycle Management, and Secondment Services.

We are a member of Expert Systems Holdings Limited (HKEX Stock Code 8319).

To stay true to ServiceOne’s ongoing mission of delivering the highest quality services to all our customers, we invite high-caliber candidates to join our company.

For more information, please visit our website at www.serviceoneasia.com.

Job Description:

This position will oversee onsite resources, both dedicated and on-demand in the country, and work with RSD to provide functions within the Service Delivery Operation that enable the delivery of quality service to end users. This position is a stakeholder-facing role and requires establishing and managing expectations within the client business and driving support teams to achieve those expectations to a high standard.

Responsibilities:

1. Reporting to SOG Regional SDM.
2. Maintain high-performing service support functions including to the Customer office/retail operation.
3. Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
4. As a key person of the escalation process within the assigned market, the Market Team Lead will take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post-incident review.
5. Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed.
6. Develop a strong understanding of projects impacting your service area and ensure service impact is minimized and agreed.
7. Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans.
8. Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively.
9. Provide regular and accurate management reporting on IT service performance.

Qualities and Skills Required:

1. Able to communicate in English (speak/listen/read/write).
2. Able to demonstrate the ability to undertake the above responsibilities.
3. Good knowledge of ITIL disciplines.
4. Willingness to support and mentor junior staff.
5. Able to manage sensitive and sometimes confidential information.
6. Self-motivated and able to take responsibility.
7. Able to manage and prioritize tasks and time efficiently.
8. Able to demonstrate initiative and a proactive approach to daily tasks.

We offer excellent career opportunities, an attractive remuneration package, and fringe benefits. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.

(The information provided will be used for employment-related purposes only. All information of unsuccessful applicants will be destroyed within six months.)