Service Delivery Manager - Process & Digital Transformation | HK Talent Engage

Job description

Overall Job Responsibilities
1. IT Product Management
- Oversee the entire lifecycle of IT products, from inception to retirement, ensuring that each phase is executed effectively and efficiently.
- Become a single contact window to work closely with IT department to execute digital transformation in operation and business project
- Work closely with IT department on system requirement specifications, UAT plan, procedure manuals and forms and assist users in UAT and project implementation
- Understanding of IT infrastructure, including networking, server administration, and cloud computing platforms
2. Process Optimization
- Continuously review and optimize operational processes to improve product delivery, support, and maintenance, focusing on efficiency and customer satisfaction.
- Develop process re-engineering program to achieve greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working through streamlining, standardization, centralization, automation and innovative solutions
3. Cross-Functional Collaboration
- Collaborate with various departments such as development, support, sales, and marketing to ensure that product operations are integrated and aligned across the organization.
4. Service Level Agreement (SLA) Management
- Establish and enforce SLAs for product performance and support, ensuring that commitments to customers and internal stakeholders are met consistently.
5. Data Analysis and Reporting
- Work closely with IT department to implement monitoring tools and practices to track the health and performance of IT products, generating regular reports that provide insights into operational status and trends.
- Prepare and generate operational performance report, analyze data to support business decision-making and create dashboard that provide actionable insights.
6. Quality Assurance and Control
- Ensure that IT products meet established quality standards through rigorous testing and validation processes, addressing any issues promptly to maintain product integrity.
7. Compliance and Regulatory Adherence
- Perform monthly/annual compliance check for operations & management workflows and industrial requirements
- Support and assist in relevant service delivery and compliance related licences’ application and approval from the government authorities and/or industrial bodies
- Ensure that IT products comply with relevant laws, regulations, and industry standards, maintaining a high level of ethical and legal integrity.
8. Innovation and Continuous Improvement
- Stay informed about industry trends and best practices, incorporating innovative ideas and methodologies to enhance product operations and deliver superior value to customers.
9. Training and Support
- Develop and maintain training materials and support documents to assist both internal teams and external customers in the effective use of IT products.

Qualification and Experience

a) Bachelor's degree or above, major in logistics, transportation, IT or related fields is a plus
b) Familiarity with Hong Kong air cargo, air transportation, express or logistics market ecosystem and development, and with global exposure is an advantage.
c) 10 years experience in airlines, air cargo terminal, ground handling agent, logistic company, warehouse or freight forwarding company, of which minimum 5 years in a supervisory level
d) Good knowledge in data Analytics, problem solving and experience in process transformation is preferred
e) Ability to work with cross functional team to identify opportunities, to drive resolution of complex matters, and to translate business issues into solutions
f) Exposure to technology solutions in logistics industry is an advantage
g) Excellent communication, interpersonal, and leadership skills, with the ability to effectively manage and motivate cross-functional teams
h) Excellent command of both spoken and written English. Fluent Mandarin is an advantage