Service Delivery Manager

Avi-spl
Hong Kong
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Education: high_schoolSkills: ["Leadership","Interpersonal skills","Communication","Confidentiality","Organizational skills"]

Own service delivery for a customer account as the primary escalation point between operations and the customer. Manage service fidelity through cross-functional coordination, incident escalations, service performance reviews, SLA/KPI tracking, and monthly reporting. Lead a team of six direct reports, develop continuous service improvement initiatives, chair service review meetings, and maintain onsite documentation such as SOPs and staff handbooks.

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Avi-spl
Avi-spl
1 month ago

Service Delivery Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own service delivery for a customer account as the primary escalation point between operations and the customer. Manage service fidelity through cross-functional coordination, incident escalations, service performance reviews, SLA/KPI tracking, and monthly reporting. Lead a team of six direct reports, develop continuous service improvement initiatives, chair service review meetings, and maintain onsite documentation such as SOPs and staff handbooks.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Serve as the primary interface and escalation point between services/operations and the customer.
  • •Support the primary customer across Hong Kong, Singapore, and Japan while maintaining service fidelity for the defined account.
  • •Manage incident escalations, coordinate responses during major incidents, and document RCA/RFO reports for critical outages.
  • •Conduct service performance reviews and deliver service performance reporting, including SLA/KPI tracking and monthly customer reporting.
  • •Develop and drive continuous service improvement programs, chair service review meetings, and ensure onsite documentation (SOPs and handbooks) is maintained.

Key Requirements

  • •Minimum 5–7 years of management experience in a similar or related field.
  • •Possess ITIL certifications.
  • •Experience in IT Service Management (ITSM) is preferred.
  • •Strong leadership skills to direct a team toward strategic objectives and meet timelines.
  • •Proficient with Microsoft Office (Word, Excel, Outlook) and Microsoft Project, with advanced Excel and PowerPoint competencies.
Experience:IT Service ManagementITILAV industry
Education:High School
Skills:LeadershipInterpersonal skillsCommunicationConfidentialityOrganizational skills
Licenses:Valid Driver’s License
Certifications:ITIL
Tech Stack:ITILITSMMicrosoft OfficeWordExcelOutlookMicrosoft ProjectPowerPointSOP

Company Brief

Avi-spl
Provides audio-visual integration, unified collaboration solutions, managed services, and AV support for enterprises and institutions worldwide, delivering design, deployment, and ongoing managed services for communication and collaboration technologies.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Tampa, United States
Founded: 2008
WebsiteLinkedIn