Role Introduction
Reports To: Service Delivery Manager
Service Delivery Lead is part of our Information Technology department, focused on delivering high-value IT services that support internal stakeholders across the organization.
As the Service Delivery Lead, you will be responsible for ensuring consistent and effective delivery of IT end-user support, service desk operations, and VIP services. You will work closely with the Solution Centre team and representatives from subsidiaries to orchestrate internal resources and external partners, driving performance and value across all service touchpoints.
Your goal is to meet and exceed key performance indicators and stakeholder expectations through proactive service management, continuous improvement, and seamless coordination. This role offers a dynamic environment with opportunities to influence service excellence and contribute to long-term operational success.
Key Responsibilities
- Manage the full IT service management cycle to enhance service stability and customer satisfaction, while leading the adoption of service management capabilities and automation solutions across infrastructure and application service teams.
- Coordinate cross-platform automation solutions to reduce manual operational activities and apply the service management framework to improve overall operational quality. Understand business service expectations and lead teams to consistently meet or exceed those expectations in IT service delivery.
- Establish and maintain effective monitoring of IT services and customer experience to ensure business functions remain uninterrupted, while ensuring all operational procedures are clearly defined, efficient, well-documented, and consistently applied.
- Instill a high-performance culture in the team with a focus on teamwork, service excellence, empowerment and ownership for resolving customer issues. Develop and delivery IT Service improvement opportunities to grow and/or enhance IT Service to customers and automate backend service request process.
- Monitor the effectiveness of IT services against SLA and KPI targets, driving a culture of continuous improvement in collaboration with support owners. Approve, recommend, and maintain service level compliance and exemptions with all internal and external support partners responsible for fulfilling IT service obligations to CPA.
- Engage with business and IT stakeholders to continuously improve customer satisfaction and deliver greater value to the company through structured customer satisfaction surveys. Ensure fiscal compliance by managing operational budget responsibilities and driving cost-saving initiatives. Maintain audit compliance and promptly remediate any identified risk findings.
- Deliver IT service functions in an agile and cost-efficient manner, while providing input and managing the evaluation of new or modified IT services—including requirements, design, vendor proposals, service agreements, contracts, and related IT policies and procedures—in close collaboration with support owners.
- Coordinate with Assistant Managers and Regional IT Coordinator (RIC) to provide IT operation service globally in Outport offices as well as subsidiaries’ offices.
- Develop and maintain service portfolio by categorising service catalogue in persona and user entitlement perspective, collaborate with automation team and fulfilment team to enhance self service capability and user experience for both internal and external customers.
- Drive service management steering committee for CPA, Regional general managers and Subsidiaries management on service review meetings. Represent IT operations to coordinate projects engagement from initial project phase until handover to BAU support, to make sure all the operations requirement were well distribute to project team with smooth transition to respective operations owners
Requirements
- Minimum 8 years’ solid working experience in the IT industry. Tertiary educations are desirable
- Make timely and efficient decisions, actively contribute to developing IT services, and maintain a customer service-oriented mindset as a supportive team player. Keep others informed of relevant issues, review mistakes and successes to improve performance, and provide support to all team members
- Experience in project management on ITSM and hand on experience in ITSM; experience in developing, documenting and maintain policies, processes and procedures; experience in dashboard and reporting for KPI and SLA measurement
- Strong acumen in vendor management, stakeholders management and financial management. Demonstrated ability to communicate with a variety of audiences including senior/executive level.
- Knowledge and experience in quality assurance, vendor management, ITIL standards, Service Management Change Management, Incident Management,
- Release Management, Service Transition Planning & Support, IT operational processes/methodologies
- Practical Project Management experience on traditional waterfall and agile
development life cycles - General knowledge in Infrastructure products and DevOps is an advantage. Demonstrate ability to understand technical detail and able to collaborate with automation and development team
- Strong problem solving and analytical skills. Good analytical, written, communication, strong client satisfaction and interpersonal skills
- Develop and maintain service portfolio
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
