Job Duties:

• Be responsible for developing and managing ITIL service reporting, service continuity and availability, change, and configuration processes;
• Identify and highlight best practices in his responsible ITIL processes management through continuous assessment, and feeding process and product recommendations to the Manager of IT;
• Conduct performance appraisals for the team and outsourcing suppliers, identifying weaknesses and offering coaching and mentoring in areas that requires it;
• Own the service catalogue of IT Services and ensure that it is up to date and fit for purpose. Develop new service definitions ensuring that they can be delivered operationally and cost effectively;
• Act as liaison with the business for all service improvements, changes and escalations. This will include an initial requirements capture;
• Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports;
• Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery;
• Manage the overall service improvement plan and work with the IT Service Support Manager to ensure that it is being delivered to and that services are being improved;
• Conduct monthly service reviews with individual business stakeholders to discuss service issues and identify project requirements; and
• Lead, manage and supervise Help Desk, Data Center staff

Job Requirements:

• Bachelor Degree in Computer Science or Computer Engineering or Information Management;
• Minimum 8 years relevant experience of IT service delivery management, as well as outsourcing management;
• Be ITIL Service Delivery qualified;
• With knowledge in DC facility management or related professional certificate;
• Be results orientated with good communication and interpersonal skills;
• Have related large scale IT service delivery project experience and domain knowledge of public transportation is desired; and
• Good command in spoken and written English, Cantonese and Mandarin

We offer attractive remuneration packages and excellent career prospects to the right candidates. Interested parties are invited to apply with your detailed resume including a recent photo and expected salary to the Business Operation Manager, CSA Automated (Macau) Ltd., No. 180 Alameda Dr. Carlos D’Assumpcao, Tong Nam Ah Comercial Campo, 14 andar O-R, Macau or email to jiao@asl.com.mo.

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