IT Service Delivery Manager – Helpdesk & End User Support

About the Role

We are looking for an experienced IT Service Delivery Manager with a proven background managing Helpdesk, Service Desk, End User Computing (EUC) or onsite IT support services.

This is not a Project Manager, Application Support, Helpdesk Agent or purely technical support position.

The successful candidate will be responsible for ensuring IT support services meet agreed SLA/KPI and service quality standards, managing client relationships and escalations, reviewing service performance, coordinating support teams and driving continuous service improvement.

The role supports regional clients, including the luxury retail environment, and requires strong client-facing communication and IT service management experience.

Key Responsibilities

• Manage and monitor day-to-day IT service delivery performance across Helpdesk/Service Desk and onsite support services.
• Monitor SLA, KPI, ticket backlog, ageing, response/resolution performance and service quality.
• Act as a key point of contact for client stakeholders and service escalations.
• Conduct regular service reviews and prepare service performance reports, SLA/KPI analysis and improvement plans.
• Coordinate with Helpdesk, onsite support, technical teams and relevant stakeholders to resolve service issues and escalations.
• Manage major incidents, recurring incidents and problem management activities, ensuring appropriate RCA and follow-up actions.
• Identify service gaps, recurring issues and operational risks and implement corrective/preventive actions.
• Ensure service delivery processes comply with ITIL practices, SOPs and client requirements.
• Drive continuous service improvement (CSI) to improve service quality, customer satisfaction and operational efficiency.
• Provide professional advice and recommendations to clients and internal teams regarding service improvement and IT support best practices.
• Support service governance meetings, client reviews and operational discussions.
• Build and maintain strong relationships with regional client stakeholders.
• Work closely with the Senior Service Delivery Manager and operational teams to ensure service commitments are achieved.

Mandatory Requirements

• Minimum 3–5 years of direct IT Service Delivery / IT Service Management experience.
• Must have previous experience in a role such as Service Delivery Manager, IT Service Manager, Service Delivery Lead or equivalent.
• Proven experience managing Helpdesk, Service Desk, EUC/Desktop Support or onsite IT support services.
• Hands-on experience managing and reporting SLA/KPI/service performance.
• Strong experience handling client escalations and stakeholder relationships.
• Practical knowledge of Incident Management, Problem Management, Major Incident Management and Continuous Service Improvement.
• Strong understanding of ITIL processes and IT service management frameworks.
• Experience using ITSM/ticketing platforms such as ServiceNow, Remedy, Jira Service Management or equivalent.
• Strong reporting, analytical and presentation skills.
• Able to communicate confidently with senior client stakeholders.
• Fluent English and Cantonese for communication with regional/Hong Kong stakeholders.
• Bachelor's degree in IT, Computer Science or related discipline, or equivalent relevant experience.

Preferred Experience

• Experience supporting luxury retail or retail clients.
• Experience with POS systems, retail applications and retail IT infrastructure.
• Experience coordinating onsite/proximity support or field engineers.
• ITIL certification.
• Experience supporting multiple client accounts or regional operations.
• Mandarin would be an additional advantage.