Avi-spl

1 day ago

Service Delivery Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

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

Website LinkedIn

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Avi-spl

1 day ago

Service Delivery Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

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

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Tampa, United States

Founded: 2008

Website LinkedIn