TransUnion is a global leader in credit information and information management services. For more than 40 years, we have worked with businesses and consumers to gather, analyze and deliver the critical information needed to build strong economies throughout the world. Our dedicated associates provide...

TransUnion is a global leader in credit information and information management services. For more than 40 years, we have worked with businesses and consumers to gather, analyze and deliver the critical information needed to build strong economies throughout the world. Our dedicated associates provide solutions to approximately 45,000 businesses and approximately 500 million consumers worldwide.  We are seeking to engage top talents to join our workforce in aggressive expansion of new Business Lines.  We pride ourselves in our corporate culture of multi-dimensional people management and development and have many employees enjoy a long term, satisfying and enriching career with us!

IT Service Delivery Lead

Job level Middle
Work exp Minimum 7 Years
Education Bachelor Degree
Location
Tsimshatsui
Employment type Full Time
Benefits Dental plan, 13-month pay, 5-day week, Flexible working hours, Insurance plan, Medical plan, Performance bonus, Home office
Industry Financial Services / Investment / Securities
Job function Information Technology > IT Project Management
Information Technology > Network / System Admin
Information Technology > Others
Published On 04/01/2020

Dynamics of the Role

The IT Service Delivery Lead oversees a number of key functions within the IT department that enables the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

 

How You’ll Contribute: 

  • Maintain high performing service support functions including IT Service Help Line, Production Support and VIP Support
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Delivery Lead will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes
  • Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
  • Ensure that training services are in place to educate staff on how to use Service Delivery tool (Remedy) and collaboration technology effectively
  • Lead the Desktop Management team to continually improve the desktop computing environment
  • Compile monthly matrix report to track service delivery performance
  • Drive and compile Root Cause Analysis (RCA) report and communicate to stake holders
  • Work with the Technical Design team evolve standards for hardware, software and security in the test and production environment
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

 

What You’ll Bring: 

  • Degree holder in Computer Science, Information Technology or related discipline
  • At least 7 years experience in IT Service Delivery Management role
  • Able to demonstrate the ability to undertake the above responsibilities
  • A passion for Service Improvement
  • ITIL Qualified
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Expert knowledge of ITIL disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks

 

Who We Are

A global leader in credit information and information management services, TransUnion gives businesses, consumers and the global community the power to achieve their goals. Businesses count on us to better manage risk and customer relationships. Consumers are able to better manage credit to achieve their financial goals. And in communities around the world we help build strong economies and give people the power to achieve their dreams.

Exceptional opportunities are coming as we build on this strong foundation. Our ambitious growth strategy includes substantial new investment worldwide, a wide range of new solutions to help our customers succeed like never before, and new ideas for expanding our reach in every part of our dynamic and fast-moving industry. We’re on an exciting journey and you can be a part of it.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Interested candidates, please forward your resume and indicate current and expected salary by clicking apply now below

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