Service Delivery Manager - Hong Kong

Service Delivery Manager – Hong Kong Company: Millennium Technology Services (MTS) Location: Hong Kong About the Role Millennium Technology Services is seeking a Service Delivery Manager to oversee IT service delivery for our customers in Hong Kong. This internal role will work closely with customers, technical teams and business stakeholders to ensure services meet agreed commitments, resolve operational issues and drive continuous improvement. Key Responsibilities

• Oversee day-to-day delivery of IT support and managed services across assigned customer accounts.
• Ensure service delivery meets contractual commitments, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Act as the main service delivery contact for customers, managing expectations, feedback and escalations.
• Coordinate engineers, support teams and vendors to ensure adequate coverage and timely resolution of issues.
• Manage major incident communications, track recovery progress and follow up on root cause analysis and corrective actions.
• Conduct regular service reviews and prepare reports covering performance, incidents, risks and improvement actions.
• Work with internal teams on resource planning, onboarding, service transitions and operational readiness.
• Monitor service delivery costs and resource utilisation, identifying opportunities to improve efficiency.
• Maintain service documentation, escalation procedures and operational processes.
• Support Sales and Presales with service delivery input for proposals, renewals and new customer requirements. Requirements
• At least 7 years of experience in IT operations, technical support or managed services, including 3 years in service delivery or a similar management role.
• Experience working for an IT services provider, systems integrator or managed services organisation.
• Proven experience managing customer relationships, SLAs, service reviews and operational escalations.
• Working knowledge of enterprise IT infrastructure, such as networking, servers, cloud, security or data centre environments.
• Experience coordinating technical teams, vendors and multiple customer accounts.
• Strong communication, stakeholder management and problem-solving skills.
• Ability to manage competing priorities and take ownership of service issues.
• ITIL certification or practical experience with IT service management processes is preferred.
• Experience supporting banking, healthcare or large enterprise customers would be an advantage. Due to hiring quota issue, successful incumbent should be Hong Kong permanent resident or with work rights in Hong Kong.