Assistant Manager - Service Operations

Location Hong Kong
Experience level Experienced Hire
Job details sector Information Technology
Apply before 07/05/2018

Service Management

1.     Act as Escalation point for incidents resolution. Ensuring Business / Customer updates are timely and of sufficient quality, arranging discussions and updates as required.

2.     Act as Escalation point for Service request resolution. Ensuring Business / Customer updates are timely and of sufficient quality, arranging discussions and updates as required.

3.     Ensure that all modes of communication are effectively used throughout the Major incident life cycle.

4.     Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners

5.     Help business understand how to adjust to anticipated technology or product changes

6.     Effective Monitor, control and support service delivery ensure system methodologies and procedures are followed.

7.     Review and analyze all planned changes, to mitigate any potential impact to business services.

8.     Review change impact and "push back" when risk levels exceed

9.     Participated in Change Advisory Boards (CAB)

10.   Provide support and input for CSIP Continuous Improvement plan) and Service Transition activity

11.   Timesheet to be completed, as per agreed timeline.


IT Support and Maintenance Management

12.   Ensure all incidents generated problems are managed and resolved within predefined SLAs

13.   Continuous review and improve operations process to avoid potential incidents

14.   Arrange regular preventive maintenance to mitigate know operation issues


IT Finance and Governance

Educational requirement and qualifications

§  University degree in Information Technology or related fields

§  ITIL V3 Certification in Service Management


Professional experience

·          More than 5 years of working experience in IT with over 3 years working in IT Service Management

·          Extensive experience in IT Production Control

·          Solid experience in Quality Management, including metrics capture and dashboard reporting

·          Solid Experience in working with off-shore service providers to deliver significant portion of daily work from India, Malaysia, Singapore, Philippines and China


Skills and Attributes

·          Good Communication and Interpersonal Skills

·          Willing and able to work long hours and on-call for high severity Incident escalation


·          Fluent in English and Cantonese is a must

·          Fluent in Mandarin is an added advantage

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life?  Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things. 


In a fast-evolving world and with a presence in 64 countries, our 165,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.

AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.
We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.

AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.

1Based on 2013 Office of the Commissioner of Insurance market share statistics

We offer excellent career prospects and attractive remuneration package to the right candidates.