Senior Manager, Services Management

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Dah Sing Financial Group
  • 21 Apr 19

Senior Manager, Services Management

Reporting to the Section Head of Contract Management, you are responsible for the governance of data center and print center outsourced activities. Moreover, services management works including incident, problem and change management team as well as IT service level objectives management are major responsibilities of the job.

Main Responsibilities:


  • Manage critical and high severity incident and act as situation leader to drive resolution to resume services

  • Drive root cause analysis and track preventive actions to avoid reoccurrence

  • Act as the operational risk officer to ensure operational risk incidents are timely reported with quality

  • Perform regulatory reporting of production incidents in case of need

  • Govern change management for the IT environment

  • Perform analysis on incidents and changes for proactive problem management

  • Conduct regular review on the incident, problem and change management and service management processes

  • Manage the IT outsourcing vendors to ensure their services delivered according to the agreed service levels

  • Perform annual risk assessment for the outsourcing vendors

  • Review IT service level objectives regularly and deliver service level reports to business units


To meet the challenge, you should have the following qualifications and attributes:

  • University degree in information technology or related discipline

  • At least 10 years' experience in IT field, preferably with experiences in IT outsourcing governance

  • In-depth knowledge and experience in incident, problem and change management

  • Familiar with regulatory requirements in outsourcing and incident reporting

  • Good knowledge of banking applications and infrastructure

  • Strong written and verbal communication skills in both English and Chinese

  • Mature and able to work under pressure

  • Good analytical skill and have can-do attitude

Please note that only shortlisted candidates will be notified.