IT Service Manager [Ref. CLPP-ITG-GPC&ITO-ITSM]

We are looking for a passionate IT professional to join the IT Service Desk team within the Information Technology Group of CLP Power Hong Kong Limited. Reporting to the Deputy Director – Group IT Planning, Control & IT Operations, the successful applicant will be responsible for the following duties:

Responsibilities:

• IT Service Operations: 
  • Manage IT service desk and desktop support service to ensure the effective delivery of the service in line with business needs and the associated service level agreements (SLA).
  • Manage, update and execute the incident management and escalation policies
  • Shape and determine the future IT Service Desk strategy based on IT Service Management international best practice within an ITIL framework.
  • Develop and analyse IT call and incident trend proactively for continuous customer interaction services improvement.
• Service driven improvements:
  • Analyse and identify service quality gap and drive internal projects / initiatives for continuous improvement. 
  • Prioritise and driving processes revamp and system changes in response to user feedback.
• Project Change Management:
  • Adopt holistic planning on change impact on user experience.
  • Drive best practice for project change management and safe guard the product quality before release.
  • Forward planning and coordinate on changes brought about to user.
  • Establish consistence best practice for user change management to facilitate more effective adoption.
• User Journey Management:
  • Develop regular user reach out and feedback mechanism to obtain a holistic view on the challenges encountered by business users during an accelerated technology adoption.
  • Design and implement of focus groups, surveys, new feedback channel, in-depth analysis of user usage and reports.
• IT Asset Management:
  • Plan and manage standardized desktop image, desktop software rollout and client deployment. 
  • Oversee the centralised desktop software and hardware inventory management
• Others:
  • Various team management duties including budget management, staff management,
  • Vendor and contract management in securing the required service with expected quality.

Requirements

• Bachelor's Degree in IT, ITIL v3 Foundation certificate minimum preferred
• 5 years' experience in IT support for a 5,000+ multi country user environment preferred
• Substantial experience of current operating systems and a wide variety of hardware and software packages
• Solid vendor management experience on regional scale, with considerable focus on outcome based scenarios
• Proven track record of problem solving abilities and able to use own initiative
• Strong communication and leadership skills in English.  Cantonese & Mandarin Chinese language abilities highly regarded
• Demonstrable commitment to continuous learning
• Proactive, performance driven and results oriented

Please apply by sending email to [email protected] giving a detailed C.V. including current and expected salary, career history, major achievements and personal attributes on or before 20 July 2018. Application can also be sent to Senior Human Resources Manager - Corporate Units, CLP Power Hong Kong Limited, 8 Laguna Verde Avenue, Hung Hom, Kowloon, Hong Kong.  Please mark "Confidential" and quote the above reference on the envelope. (To avoid duplication, please send in your application either by letter or through email)

Applicants not invited for interview within 6 weeks from the closing date may assume their applications unsuccessful.

Information provided will be for recruitment purpose within the CLP Group and only short-listed candidates will be contacted. We comply with all applicable laws and regulations of HKSAR in handling applications. For details of the Personal Information Collection Statement, please visit our website: http://clp.to/engPICS.

For further information on our company, please visit our website: https://www.clpgroup.com/

Information Classification: PROPRIETARY