Service Delivery Manager (Network Infrastructure) - IC Client Description Leading telecom carrier and IT solutions company Job Description • Lead virtual teams to effective service delivery based on ITIL process framework • Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business user for service delivery. • Interact with customers to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs • Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed • 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. • Prepare regular operation report on overall platform status (including capacity, performance, service level & etc.). Job Requirements • Degree in Information Technology or related discipline • At least 8+ years of relevant experience and 5 years are managerial • Experience in change, incident, problem and vendor management • Experience in networking, IT support and system administration • Experienced in IT service management such as ITIL framework. • Knowledge of information security services and products, including but not limited to Firewalls, IPS, Web, DLP, Cloud Security etc. • Holder of professional certifications such as ITIL, CCNP would be a plus. • Able to build strong relationships with people at all levels in the organization • Good analytical, persuasive, influential and problem-solving skills • Strong communication skills in both written and spoken Chinese and English
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