Prudential

Assistant Manager, Service Management

Prudential
Full Time
Central
Non-specified
Senior (6-10 years)
Bachelor
English, Cantonese

Job Description

Assistant Manager, Service Management

Location: Hong Kong

Job Responsibilities

  • Manage Service Support functions and ensure the operations of Incident Management, Problem Management and Change Management are complying with the defined structure and process.

  • Manage daily reported problems are attended properly and prioritize the submitted change requests.

  • Monitor day-to-day operation in incident & problem and change, and ensure the efficient multi-workstream communication with stakeholders when major incident happens.

  • Coordinate the regular incident & problem management review meetings with IT teams and drive the discussions on incidents resolutions to avoid reoccurrences and prevention to meet the service level.

  • Review overall IT services to align with the corporate standard operation and document the processes to ensure the compliance of IT policies.

  • Prepare material for conducting Change Approval Board (CAB) meeting for ensuring all changes are submitted on time for Management  team approval

  • Compile incident report submission for major incidents, trend analysis report and monitor the progress of preventive measurement actions

Job Requirements

  • Degree in Computer Studies, or related disciplines

  • IT Certification in ITIL, PMP or related disciplines

  • Minimum 8 years of working experience in Information Technology with at least 2 years in supervisory role of Incident and Problem Management, Change Management, Service Desk and Service Level Management

  • Relevant work experience in Financial Industry

  • Good communication skills and interpersonal skills

  • Strong technical ability to identify and recommend solutions to address business needs

  • Strong understanding of IT Infrastructure Library (ITIL) processes

  • Excellent in problem solving, presentation and analytical skills

  • Good command of both written and spoken English and Chinese


Professional Qualifications

  • Project Management Professional (PMP)
  • ITIL Practitioner Level

Technical Skills

  • Change Management
  • Compliance
  • Disaster Recovery Planning
  • Information Technology Infrastructure Library (ITIL)