Service Delivery Manager (95157)

Intermediate (3-6 years)


Technical Skills

  • Active Directory
  • CISCO Routers
  • Compliance
  • Costing
  • Disaster Recovery Planning
  • Internal Control
  • ISO
  • ITIL
  • Microsoft Exchange Server
  • Microsoft Outlook
  • Project Management
  • Quality Control
  • Root Cause Analysis

Job Description

Service Delivery Manager (95157)

Shangri-La International Hotel Management Ltd.



It takes a special kind of person to work at Shangri-La:

someone with an eye for details and the skills to perform;

someone with an attitude to deliver and a passion to delight.

Are you Shangri-La?

We are currently seeking a Service Delivery Manager to join our team in the Information Technology Division at the Corporate Office in Hong Kong.

The Service Delivery Manager is responsible to monitor, control and support service delivery. This includes acquiring resources and coordinating the efforts of team members and third-party contractors or consultants in order to deliver the project according to plan. The Service Delivery Manager will also define the project’s objectives and oversee quality control throughout its life cycle.
Incident Response
  • ­To liaise with IT teams to get appropriate support and resources in dealing with problems / risk
  • ­To lead investigation, formulate and carry out corrective actions and plan for preventive measures; and produce report to management for service incidents
  • ­To analyze MIS or past incidents, identify and implement enhancement projects from time to time with vendors or stakeholders for continuous improvement and/or cost savings
  • ­Identify, investigate, escalate and resolve major issue in order to maintain and perform high-quality incident management, problem resolution and service desk support
Service Delivery
  • ­Participate in the system/procedural review and analyze the existing business processes to identify the improvement areas
  • ­Assist in managing processes, operations and systems workflows and ensure the consistency in service delivery
  • ­Conduct monthly report and service review, trend and root cause analysis, identify and lead continuous improvement plan for the Client
  • ­Lead a team to deliver End User Computing related projects to support internal users and other new business initiatives
  • ­Work closely with Business Units, third party vendors, IT teams and Global IT counterparts to ensure successful project implementation with high quality deliverables
  • ­Ensure team’s compliance with external regulatory requirements, internal control standards and Group compliance policy
  • Good command of both written and spoken English, Mandarin and Cantonese
  • Excellent communication and presentation skills
  • Able to work proactively, and independently with minimum supervision
  • Strong managerial and problem solving skills
  • Attention to details, efficient in follow-throughs
  • Ability to communicate with all levels of management and outside parties in a non-technical language
  • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial

  • Degree in Information Technology, Management, Computer Science or related disciplines
  • Minimum 3 years relevant supervisory or managerial experience in IT service management
  • Preferably have practical knowledge in ISO 20000 and ISO 27001 standards
  • Holder of ITIL v3 Foundation certification is a must
  • Preferably have PMP or PRINCE2 certification
  • Solid experience in IT Service Delivery managing 1st and 2nd tier support
  • Technical experience in distributed PC management, Mobility solutions, MDM, BYOD, MS Active Directory, MS Windows, MS Exchange and Outlook, Cisco video & voice, etc
  • Familiarity with the latest technologies applicable to the hotel industry
Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelBachelor
QualificationProject Management Professional (PMP), ITIL Practitioner Level, PRINCE2 Foundation
LanguageEnglish, Cantonese, Mandarin (Putonghua)
Shangri-La HotelsHospitality, Food and Beverage

Supreme Ct Rd, Central

directions_walk12 mins walk from Admiralty Station