Assistant IT Manager, Field Service

KEY ACCOUNTABILITIES 主要职责

• Support manager to oversee operational activities to ensure compliance with policies, standards, processes, and procedures.
• Work closely with IT departments like SME to ensure that the end user experience meets expectations and business demands. Ensure that SLAs in respect to maintenance of IT terminals and other equipment are fulfilled.
• Monitor and ensure production incidents of the Club’s business critical systems are kept to a minimum. Provide onsite support on reported fault and/or arrange maintenance vendor for remedy and maintenance services to maintain business operation.
• Monitor project progress and service delivery to ensure alignment with handover schedules, user expectations, and site readiness, oversee and manage multiple field services and ICT related projects and provides support to project teams, monitors progress, and drives continuous improvement.
• Provide onsite coordination and verification for infrastructure readiness, equipment installation, and user acceptance.
• Assist to develop and oversee the asset management to track and maintain the lifecycle of equipment and infrastructure across all sites.
• Maintain vendor relationship and evaluate vendor performance. Follow up with maintenance vendors and user departments regarding to various devices and systems.
• Conscientiously and actively complete the work tasks assigned by line manager.
• 支持经理监督运营活动，确保所有运营活动符合政策、标准、流程和程序。
• 与IT部门如SME紧密协作，确保最终用户体验符合预期和满足业务需求。确保IT终端及其他设备维护的服务水平协议（SLA）能够履行。
• 监控和确保马会业务关键系统的生产事故最少化。对已上报的故障提供现场支持，和/或安排维护服务商进行修复维护，以保障业务运营。
• 监控项目进展与服务交付以确保符合移交进度、用户期望及场地准备要求；统筹管理多个现场服务及ICT相关项目，为项目团队提供支持，跟踪进度并推动持续改进。
• 负责基础设施准备、设备安装及用户验收的现场协调与核验工作。 
• 协助制定并监督资产管理，对各场地的设备和基础设施的生命周期进行跟踪和维护。
• 维护供应商关系和评估供应商表现，与维护供应商和用户部门对各种设备和系统进行跟进。
• 认真积极地完成上级交办的各项工作任务。

QUALIFICATIONS / EXPERIENCE 任职资格 / 经验

• Diploma or above in Information Technology or relevant disciplines, Degree in Information Technology or relevant disciplines would be a plus
• Minimum 7 to 10 years of work experience managing and delivering hardware and software services including at least 3 years in a management/supervisor role
• Experienced in managing and coordinating IT and business resources and technical professionals to meet specific business objective, while maintaining professional standards, accountability, openness, equality and diversity
• Familiar with managing telecommunications carriers and having an established relationship with telecommunications carriers
• Excellent stakeholder management, customer service and communication skills
• Vendor management experience
• Strong PC hardware & software, MS Windows, basic server & network knowledge.
• Strong IT service management knowledge and experience.
• Passionate and is a good team player.
• Good communication skill and problem solving ability.
• Self-motivated with proactive attitude.
• Good command of spoken/written English/Cantonese.
• 信息技术或相关专业专科及以上学历，本科及以上学历优先
• 至少7-10年硬件和软件服务管理与交付工作经验，其中至少3年管理/主管岗位经验
• 具备管理和协调IT与业务资源及技术专业人员以满足特定业务目标的经验，同时能维护专业标准，保持责任感、开放性、公平性和多样性
• 熟悉电信运营商管理，并与电信运营商建立良好关系
• 出色的利益相关方管理、客户服务及沟通能力
• 具备供应商管理经验
• 精通PC硬件/软件、MS Windows、基础服务器和网络知识
• 具备扎实的IT服务管理知识与实践经验
• 富有工作热情，具备良好的团队合作精神
• 良好的沟通技巧和问题解决能力
• 自我驱动力强，态度主动积极
• 良好的英语/粤语口语和书面表达能力