Sr. Service Delivery Manager

Location HONG KONG
Experience level Experienced Hire
Job details sector Information Technology
  • The role requires coordinating with customers, project technical resources, third party providers, and other stakeholders in supporting the planning, implementation and move to production of workplace related projects.

  • Be the primary contact point for projects impacting your service area and ensuring service impact is minimised and agreed.

  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Provide regular and accurate management reporting on IT Service performance.

  • Drive quality reporting and provide visibility to stakeholders (Dashboard, reports…)

  • 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.

  • Track and steer costs made in context of workplace services. Identify opportunities for cost optimization and develop cost-comparison simulations.

  • Take ownership of service quality complaints and collaborate with incident management teams for coordinating resolver teams, providing effective communication to stakeholders and drive post incident review.
    Manage client escalations and put improvements in place to prevent re-occurrence.

  • 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.

  • Handles financial related negotiation and disputes with the business entities

  • Crisis management coordination for Group Operations Hong Kong

  • Bachelor Degree in Mathematics, Engineering, Computer Science OR equivalent through experience.

  • Excellent customer service skills.

  • Outstanding organizational skills. Excellent tracking, coordination and project planning skills

  • Excellent communication & interpersonal skills to collaborate efficiently with:  customers, technical Subject maters experts and third party providers. 

  • Ability to understand complex systems and solutions.

  • Ability to translate business requirements into technical requirements.

  • Maintain big picture view and communicate in simple business terms

  • Able to follow procedures and internal guidelines.

  • Ability to work independently and proactively. Must be able to work on multiple simultaneous tasks with limited supervision.

  • Experience of agile environment (product teams)

  • Quick learner, motivated self-starter

  • Able to work in a global team and in a multi-cultural environment.

  • Able to demonstrate the ability to undertake the above responsibilities

  • Computer infrastructure operations or deployment background

  • Knowledge of ITIL disciplines

  • Experience in managing 3rd parties and 3rd party delivered services

  • Excellent written and verbal communication skills

  • Excellent customer facing/customer service skills

  • Managing and performing Technical Support Services contracts or tasks

  • A passion for Service Improvement

  • Show leadership skills and able to motivate teams without having an hierarchical responsibility

  • Able to work on multiple simultaneous tasks with limited supervision

  • Able to work under pressure and meet deadlines

  • Open for other perspectives from business representatives and IT strategy teams

  • Able to demonstrate a certain degree of flexibility

  • Good organisational skills

  • Able to manage sensitive and sometimes confidential information

  • Able to manage and prioritise tasks and time efficiently

  • Able to demonstrate initiative and a proactive approach to daily tasks

Would you like to wake up every day driven and inspired by our mission of acting for human progress by protecting what matters? Here at AXA we strive to be a responsible employer, placing employee engagement at the heart of its business strategy. Achieving this means creating a workplace built on AXA's Values that foster diversity and equal opportunities for all, promotes employee participation, encourages professional development, and supports employee well-being.

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 57 countries, our 160,000 employees anticipate change to offer services and solutions tailored to the current and future needs of our 108 million customers.

AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation. 

We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.

We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.

At AXA Group Operations, we want to be recognized in three fields of action:

  • State-of-the-art Data Technology to drive customer experience
  • State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
  • High-Performing Global Team for stronger partnerships with AXA entities 

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.