Assistant IT Operations Manager

Position

Job Summary:

The Assistant IT Operations Manager in overseeing the day-to-day IT operations of our companys infrastructure, ensuring system stability for our luxury retail business across all locations. This role involves maintaining the stability, security, and efficiency of IT systems and services, providing support to the IT team, and collaborating with various departments to meet their technological needs. The ideal candidate will have a strong understanding of IT infrastructure, excellent problem-solving skills, and experience in a fast-paced retail environment.

Responsibilities:

Leadership and Management

• Supervise offshore L1 and L2 operation support teams to provide call center and technical support services for local team and end-users.
• Be the escalation and focal point regarding special case handling, customer service issues and/or team performance.
• Manage external vendors by setting up clear objectives and measurable KPI, continuous monitoring the team performance, conduct periodic vendor performance review and identify area for continuous improvement.
• Liaise with and collaborate local IS&T team on day-to-day operations and periodic reporting, and to ensure effective service delivery, problem and incident resolution and service improvement
• Ensure proper incident escalations and resolution processes are in place to minimize service disruptions and downtime.

IT Operation and Delivery

• Develop and implement IT operation strategies and policies to align with business goals and industry best practice such as ITIL. Working with other IS&T teams (for example, Business Operations, Infrastructure and Cybersecurity) to ensure the strategies and policies are aligned with the overall IT governance model and control.
• Upkeep IT process and policy documentation, and Standard Operating Procedures for the operation support teams and other Knowledge Base documentation for IT Operations and Service Management
• Assist Regional IT Operation Manager on some of the administrative tasks such as regular account reviews, KPI/SLA analysis and some of the process and policy implementation.
• Participate in any ad-hoc projects related to IT Operation and Delivery as needed.

System and Service Level Management

• Manage the resources in overall IT operation performance by pre-determined service level/SLA are met, including incident management and request management.
• Prepare management report and dashboard to present IT operation performance across the region

Continuous Process Improvement

• Prepare report and provide trending analysis based on report data.
• Review current IT process and policies and identify any area for improvement.
• Engage with stakeholders on Continuous Improvement Plan and carry out the plan as agreed and monitor impact.

Job responsibilities

Requirements:

Bachelors degree in Computer Science, Information Technology, or a related field.

Minimum of 5 years of experience in IT operations, preferably in the retail industry.

Strong knowledge of IT infrastructure, including AD, Office 365, MDM, networks, POS systems, and data storage solutions.

Experience with IT security best practices, data privacy regulations, and PCI compliance.

Excellent problem-solving and troubleshooting skills, with a focus on providing exceptional customer service.

Strong communication and interpersonal skills, with the ability to communicate technical information to non-technical users.

Ability to work independently and as part of a team, managing multiple priorities in a fast-paced environment.

ITIL certification is a must.

Familiarity with IT service management (ITSM) tools and processes, preferably in Service Now.

Fluency in English, Cantonese and Mandarin are required.

Crafting Dreams Starts With Yours At LVMH, people make the difference in the art of crafting dreams. Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community. Join us at LVMH, where your talent is at the heart of our collective successes.

Information :

• Company : Fashion Group
• Position : Assistant IT Operations Manager
• Location : Hong Kong
• Country : HK