Senior Technical Service Manager

Location: Hong Kong
Reference: 2112401
Senior Technical Service Manager 

-Responsible for planning, managing, monitoring and continuous improvement of the activities within the area of responsibility
-Design and implement key performance metrics in order to improve functional efficiency
-Deploy new service or changes in accordance with operations acceptance criteria
-Responsible for operation of infrastructure components, provide 3rd level support
-Solve or escalate incidents and operating level breaches and prepare operating level reports
-Define network infrastructure service requirements and operations acceptance criteria for service development projects and external providers
-Leverage expert understanding of services provided to deliver high quality business solutions
-Provide business and/or technology consulting support to customers and solution delivery partners
-Mentor and provide guidance to Administrators and other Engineers
-Leverage deep understanding of business and/or technology to proactively identify and prioritize solutions that drive business value
-Manage and resolve complex issues and escalate them appropriately
-Assure projects and/or activities follow all company and departmental policies, procedures, and standards
-Develop and manage relationships with key internal users and vendors

Qualifications/EDUCATION/ EXPERIENCE AND SKILLS
Required:
-Bachelor's degree and at least 8 years IT experience,
-Good understanding of existing systems and technologies
-Experience in defining service levels
-Strong experience in conducting change impact analysis
-Experience in managing operational readiness requirements
-Strong experience in service management processes with globally delivered IT services by sourcing providers
-Experience in managing global suppliers and vendors
-Experience in leading improvement activities, including planning, prioritizing and administrating work
-Structured in communication and presentation to senior management and IT customers
-Fluency in written and spoken English and Chinese