To contribute to the attainment of the company's business objectives by:

• Support the overall IT Strategy on outsourcing nature of the business on contact center
• Engagement of client and management of entire infrastructure
• Research and identify new and emerging technologies that will enhance the organization's operating efficiency and support enhanced customer services and revenue growth
• IT Financial management for system maintenance and support
• Project management for strategic projects
• As an escalation point for major incidents

Main Duties, Responsibilities and Deliverables:

• Manage the teams of professionals as well as vendors (in HK and China) on various IT functions (i.e. client support, system infrastructure support)
• Drive pre-sales support with cost effective and technically sound solutions to win new client projects
• Maintain excellence technical service level to elevate project expansion and/or renewal opportunities
• Lead a team of around 20 employees of client support and infrastructure & support

Experience and Qualifications:

• Bachelor’s degree in IT related disciplines
• Strong client servicing, business acumen, critical /lateral thinking, leadership skill
• Min 15 years of proven experience in infrastructure management or technical client services field and with in-depth knowledge in multiple aspects of IT domain such as server, network and voice systems, including 6 years managerial experience in IT discipline
• Able to use judgement to resolve complex internal and external issues
• Plan strategy and tactics to achieve medium to long term objectives
• Lead team of large workforce or manage multi-discipline and multi-national projects
• Able to write, present and communicate at senior executive level internally and externally
• Excellent command of spoken and written English, Mandarin and Cantonese

Personal Competencies:

• Demonstrable communication skills, presentation skills, leadership skills and project management skills
• Good personality/attitude in terms of assertiveness, result-oriented, and total-ownership
• Good analytical and problem-solving skills in systems and operations related issues
• Embraces and promotes diversity

Functional Competencies:

• Proven experience in the contact center field (preferably in a contact center outsourcing industry) with excellent knowledge of contact center technologies is a MUST
• Regional exposure especially in Hong Kong and Mainland China is a MUST