IT Services Manager


Location:  Hong Kong, Central

Salary:  HKD $30-55K

Company: International Law Firm

About the company


Intenrational Law Firm.

Role description


The IT Client Services Manager will be responsible for the delivery of clients' requirements and resolving issues reported through the IT Service Centre (ITSC). The IT Client Services Manager will be accountable for building a close relationship between the ITSC and its' clients.

The IT Client Services Manager has management responsibility for the ITSC functions and is responsible for ensuring a smooth and effective operation across all functions.

A major part of the role is to provide:

·         Be responsible for ensuring that all aspects of their activities are made in line with the local, regional and Global IT strategy and roadmap ensuring local considerations are taken in to account.

·         To provide together with the managers of Service Management and Infrastructure teams, assistance in ensuring the Asia IT team focuses and delivers on maintaining a cost effective service.

·         Be responsible for, maintain and periodically review the Service Improvement Plan in conjunction with the business community to continually improve the effectiveness and overall performance of the Service Centre operations.

·         Coordinate and co-work with other relevant technology groups and departments to ensure effective incident resolution and service delivery.

·         Supply management support for IT Service Centre and liaise with Desktop teams, providing expertise in specific areas, namely desktop hardware, desktop software, remote services, user administration and training.

·         Provide support for regional offices as directed by Regional IT Services Manager to enhance IT client services, communicate relevant client based IT projects for the region, manage team budget and co-ordinate resource.

·         Ensure the team focuses and delivers on maintaining a cost efficient service.

·         Work closely with the Global Project Group ensuring that all aspects of existing or planned IT client services projects required for Hong Kong are planned for, facilitated and managed at optimum availability and reliability.

·         Provide sound advice to the I.T. Services Manager on enhancements in accordance with IT Service Centre processes.

·         Aim to leverage resources utilisation when possible

·         Ensure global policies and procedures are applied in the right way throughout the Asia Region for 1st and 2nd line.

2010 - present

2010 - present

Key Responsibilities


Ensure provision of core services in line with agreed service levels for the Asia Pacific region:

  • Build and foster our client relationships for Hong Kong and across APAC as required.

  • To actively review the performance of the IT Service Centre team against the defined Service Levels.

  • Provide sound advice and assistance with the handling of and solution of ITSCincidents and requests.

  • Deploy global IT processes and procedures, including training and production of user guides.

  • Understand our Clients requirements and communicate them across IT Operations by;

    • Provision of Desktop Hardware and Software support including Remote services (eg. RAS/VPN, Token & secure ID, Blackberries);

    • Communicate IT Operations services to Clients;

    • Responsible for user admin services (where required) across a number of defined applications;

    • Make IT Operations support organisation "transparent" to users via "seamless" interface;

    • V.I.P. (Partners and Senior Management) support;

    • Review client requirements by attending and/or facilitating meetings as directed.


Team Management and Development:

  • Ensuring effective day-to-day management of teams and adequate levels of cover;

  • Staff development and recruitment including performance management and appraisal for members of IT Service Centre;

  • Ensuring effective training to ensure suitable skill-set to support the environment;

  • Cross-training of staff to allow multi-tasking/deployment and avoid single points of failure;

  • Ensuring development of team structures and processes to meet evolving department objectives;

  • Input into budget management process;


Communication, planning and reporting:

  • Providing regular reports/updates to the Regional IT Service Manager

  • Providing visible and pro-active communication (both formal and informal), to ensure all levels of the business are comfortable with service provision;

  • Identify and build relationships with key business managers/users;

  • Work closely with Service Management to develop communications, planning & reporting;

  • Proposing, managing, and maintaining the ITSC budget for Hong Kong.


For new projects, ensure the provision and management of:

  • ‘Client End’ requirement definition and maintenance of IT standards;

  • Project management of Client Services resource(s);

  • IT. Production Acceptance co-ordination (Client specific);

  • Client application and desktop operating system software implementation management;


Service Management and Development for the Region:

  • Promote close working relationship with Service Management function;

  • Continuous pro-active review of the Service Improvement Plan;

  • Promotion of ideas to improve or maintain Client systems, covering h/w and s/w upgrade paths;

  • Management information reporting, to cover all areas of Client Services in Hong Kong;

  • Desktop Change control & Asset Management;

  • Maintenance of policies and procedures, (locally or globally supplied) 

  • Work with Regional Service Owner (RSO) to help negotiate, implement and report for SLA/KPI's;

Skills and Qualifications


  • At least 10 years experience in customer service / service delivery role, with minimum 4 years manager experience, preferably in Law firm or MNC

  • Fluency in English and Cantonese (both spoken and written)

  • ITIL foundation certification is essential and able to prove skills and experience in this area

  • Proven track record and experience in managing and  achieving SLA, service delivery and reporting required

  • Total service oriented with strong interpersonal, communication and leadership skills

  • Solid experience in managing customer satisfaction

  • Willingness to take ownership and show initiative to achieve results

  • Able to work independently and effectively under pressure

  • Proven experience in financial control and maintenance of budget

To Apply


Email CV to

with role title in subject line.

Download JD