Maples GroupInformation Technology Service Delivery Manager, Asia
Aug. 2017Hong KongService management
• Maintain high performing service support functions including IT Service Desk and Desktop Support.
• Owner of the Incident and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes Performance & Quality
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Effectively deliver/manage IT Staff Management including mentoring, training, target setting and performance assessment
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments