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IT Service Delivery Manager

TEKsystems Hong Kong Hong Kong
Full time Permanent On-site Competitive

About the job

  • Large-scale Financial Platform
  • Strategic Service Management
  • Tech-savvy teams
Overview We are seeking an experienced Service Delivery Manager to oversee the BAU operations, application maintenance, and service performance of a large-scale customer-facing platform. The role focuses on ensuring service quality, SLA compliance, operational governance, and stakeholder reporting in a post-implementation support environment.

Responsibilities
  • Manage BAU service delivery and ensure SLA/KPI compliance for a large-scale financial platform
  • Monitor service performance and SLA achievement, including system availability, user login success rates, mobile application performance, and payment transaction processing.
  • Prepare and present regular service reports, SLA dashboards, performance reviews, and service improvement plans to stakeholders.
  • Coordinate application maintenance activities, including security patching, bug fixes, component upgrades, and enhancement releases.
  • Conduct service health checks and drive recommendations on system performance, resilience, capacity, security, and operational improvements.
  • Track issues, risks, corrective actions, and improvement initiatives to ensure service stability and compliance with contractual requirements.
  • Work closely with support, infrastructure, development, and vendor teams to ensure effective service delivery.
  • Manage service review meetings and act as the key interface between business stakeholders and technical delivery teams.


Requirements
  • 5+ years of experience in Service Delivery, Application Support, Managed Services, or Application Maintenance.
  • Strong background in SLA management, service reporting, and stakeholder management.
  • Knowledge of application maintenance lifecycle, patch management, and operational governance.
  • Experience supporting large-scale enterprise, government, or public-sector applications is preferred.
  • ITIL knowledge is advantageous but this is not an ITSM process management role.


Preferred Background
  • Government, public-sector, financial services, pension, insurance, or large-scale digital platform projects.
  • Experience supporting mission-critical applications with strict contractual SLA requirements.