Job Description: 1、Identify and highlight best practices in his responsible ITIL processes management through continuous assessment, and feeding process and product recommendations to the Manager of IT;2、Own the service catalogue of IT Services and ensure that it is up to date and fit for purpose；3、Develop new service definitions ensuring that they can be delivered operationally and cost effectively;4、Act as liaison with the business for all service improvements, changes and escalations.
This will include an initial requirement capture;5、Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports;6、Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery;7、Manage the overall service improvement plan and work with the IT Service Support Manager to ensure that it is being delivered to and that services are being improved;8、Conduct monthly service reviews with individual business stakeholders to discuss service issues and identify project requirements;9、Lead, manage and supervise Help Desk, Team Leader and onsite staffs；10、Ensuring proper documentation, notification, tracking, and follow up of all incidents.
；11、Manage and mentor onsite team in the local office；12、Participate in training for internal teams and manage all related issues；13、Update policies, procedure, and documentation relevant to project or operation；14、Ensure compliance with standards, policies, and processes；Job Requirements：1、5+ years of work experience in large enterprise companies（The best recent graduates can post）；2、University degree in computer science or equivalent experience in IT；3、Strong knowledge in User & VIP Support and ITIL methodology；4、Strong project and team management skill；5、Proven experience in leading a large-scale programme in IT and Technical Delivery；6、Team player, self-motivated, with good communication skills and management skills；7、Prior working experience in large vendor and outsourcing management, service delivery and governance is desired；8、Pleasant with good telephone manner, mature and independent；9、Able to work under pressure, self-motivated, strong problem solving and analytical skills；10、Influence & negotiation skill；11、Ability to proactively & effectively manage risk on low to medium risk projects；12、Strong data analytic, communication & interpersonal skills；13、Travel is required；
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