Manager, IT Service Delivery

Job Description

Service Delivery Manager – IT Operations
Location: Hong Kong

Role Overview
The Service Delivery Manager (SDM) is responsible for end-to-end IT service operations of public-facing, web-based IT applications serving citizens, customers, or regulated entities in Hong Kong.
This role ensures high availability, security, compliance, and service quality, operating within government and/or financial-sector standards, and fully aligned with ITIL best practices.
The SDM acts as the primary interface between business stakeholders, government or regulatory bodies, vendors, and internal IT teams, ensuring services are delivered reliably, securely, and efficiently.

Key Responsibilities Service Operations & Delivery

Own day-to-day IT operations for public web-based applications, ensuring compliance with defined Service Level Agreements (SLAs), KPIs, and OLAs
Ensure 24x7 service availability, incident readiness, and operational support for public users
Oversee incident, problem, change, and service request management in line with ITIL practices
Lead major incident management, including communication with senior stakeholders and external parties

ITIL Process Governance

Implement, operate, and continuously improve ITIL-based processes, including:

Incident Management
Problem Management
Change & Release Management
Service Level Management
Configuration & Asset Management

Maintain accurate service documentation, runbooks, and CMDB records
Drive continual service improvement (CSI) initiatives based on operational data and user feedback

Stakeholder & Vendor Management

Serve as the main service owner and escalation point for business users, government departments, regulators, and financial stakeholders
Manage outsourced vendors / system integrators, ensuring contractual obligations, service quality, and performance targets are met
Coordinate with application development, infrastructure, cybersecurity, and compliance teams

Compliance, Risk & Security

Ensure all services comply with Hong Kong government IT policies, financial regulations, and data privacy requirements (e.g. PDPO)
Support audits, compliance reviews, and regulatory reporting
Ensure security, resilience, backup, and disaster recovery procedures are implemented and tested
Identify operational risks and implement mitigation plans

Financial & Resource Management

Manage operational budgets, cost control, and vendor charging models
Support service transition from project to operations, ensuring operational readiness
Forecast resource demand and capacity for public-facing services

Required Experience & Qualifications
Experience

8+ years of IT operations or service delivery experience
Proven experience managing web-based, public-facing IT systems with high availability requirements
Strong background in financial services, government, or regulated environments
Hands-on experience operating ITIL-based IT service management frameworks
Experience working with outsourced vendors and multi-party service environments

Certifications (Preferred / Required)

ITIL v3 / ITIL 4 Foundation or higher (mandatory or strongly preferred)
Project management certification (PMP, PRINCE2) – preferred
Cloud or security certifications (e.g. AWS, Azure, ISO 27001) – advantageous

Skills & Competencies

Strong understanding of web application architecture, infrastructure, and cybersecurity concepts
Excellent incident handling, troubleshooting, and decision-making skills
Strong stakeholder communication skills, including government and senior management reporting
Ability to work under pressure in high-visibility public service environments
Strong documentation, governance, and audit mindset
Fluent in spoken and written English; Cantonese and Mandarin are strong advantages

Personal Attributes

Service-oriented and accountable mindset
Calm, structured, and decisive during incidents
Strong leadership and vendor management capabilities
High integrity and attention to compliance and risk