Service Delivery Manager – IT Operations
Location: Hong Kong
The Service Delivery Manager (SDM) is responsible for end-to-end IT service operations of public-facing, web-based IT applications serving citizens, customers, or regulated entities in Hong Kong.
This role ensures high availability, security, compliance, and service quality, operating within government and/or financial-sector standards, and fully aligned with ITIL best practices.
The SDM acts as the primary interface between business stakeholders, government or regulatory bodies, vendors, and internal IT teams, ensuring services are delivered reliably, securely, and efficiently.
Key Responsibilities Service Operations & Delivery
Own day-to-day IT operations for public web-based applications, ensuring compliance with defined Service Level Agreements (SLAs), KPIs, and OLAs
Ensure 24x7 service availability, incident readiness, and operational support for public users
Oversee incident, problem, change, and service request management in line with ITIL practices
Lead major incident management, including communication with senior stakeholders and external parties
ITIL Process Governance
Implement, operate, and continuously improve ITIL-based processes, including:
Incident Management
Problem Management
Change & Release Management
Service Level Management
Configuration & Asset Management
Maintain accurate service documentation, runbooks, and CMDB records
Drive continual service improvement (CSI) initiatives based on operational data and user feedback
Stakeholder & Vendor Management
Serve as the main service owner and escalation point for business users, government departments, regulators, and financial stakeholders
Manage outsourced vendors / system integrators, ensuring contractual obligations, service quality, and performance targets are met
Coordinate with application development, infrastructure, cybersecurity, and compliance teams
Compliance, Risk & Security
Ensure all services comply with Hong Kong government IT policies, financial regulations, and data privacy requirements (e.g. PDPO)
Support audits, compliance reviews, and regulatory reporting
Ensure security, resilience, backup, and disaster recovery procedures are implemented and tested
Identify operational risks and implement mitigation plans
Financial & Resource Management
Manage operational budgets, cost control, and vendor charging models
Support service transition from project to operations, ensuring operational readiness
Forecast resource demand and capacity for public-facing services
Required Experience & Qualifications
Experience
8+ years of IT operations or service delivery experience
Proven experience managing web-based, public-facing IT systems with high availability requirements
Strong background in financial services, government, or regulated environments
Hands-on experience operating ITIL-based IT service management frameworks
Experience working with outsourced vendors and multi-party service environments
Certifications (Preferred / Required)
ITIL v3 / ITIL 4 Foundation or higher (mandatory or strongly preferred)
Project management certification (PMP, PRINCE2) – preferred
Cloud or security certifications (e.g. AWS, Azure, ISO 27001) – advantageous
Skills & Competencies
Strong understanding of web application architecture, infrastructure, and cybersecurity concepts
Excellent incident handling, troubleshooting, and decision-making skills
Strong stakeholder communication skills, including government and senior management reporting
Ability to work under pressure in high-visibility public service environments
Strong documentation, governance, and audit mindset
Fluent in spoken and written English; Cantonese and Mandarin are strong advantages
Personal Attributes
Service-oriented and accountable mindset
Calm, structured, and decisive during incidents
Strong leadership and vendor management capabilities
High integrity and attention to compliance and risk
PCCW Limited is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.
The Company holds a majority stake in the HKT Trust and HKT Limited*, Hong Kong’s premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated solutions employing emerging technologies to assist enterprises in transforming their businesses. HKT has also built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, fintech and healthtech services to deepen its relationship with customers.
PCCW owns a fully integrated multimedia and entertainment group in Hong Kong engaged in the provision of OTT video service locally and in other places in the region. Through HK Television Entertainment Company Limited, PCCW also operates a domestic free TV service in Hong Kong.
In addition, PCCW holds a stake in Pacific Century Premium Developments Limited and other overseas investments.
PCCW is part of Pacific Century Group, named by Forbes as one of the World's Best Employers 2023.
*HKT Limited is a company incorporated in the Cayman Islands with limited liability.
Listing and trading
PCCW shares are listed on The Stock Exchange of Hong Kong Limited (SEHK: 0008) and traded in the form of American Depositary Receipts on the OTC Markets Group Inc. in the US (Ticker: PCCWY).
