EZ Trade Service Manager Hong Kong - Hong Kong

This organization is a global leader in the establishment and promotion of standards that revolutionize the way we operate and live. It has its headquarters in Brussels, Belgium, and boasts over 110 national chapters across 150 countries. Its primary role is to develop and facilitate the global adoption of supply chain standards. This involves uniquely identifying, accurately capturing, and automatically sharing critical information about products, locations, and assets.

The organization operates on a neutral and not-for-profit basis, embracing inclusivity and collaboration. It is user-driven and governed, with a global vision that still allows for local actions. Its Hong Kong chapter was founded in 1989 by the Hong Kong General Chamber of Commerce. It is dedicated to empowering businesses to grow and enhance efficiency, safety, authenticity, and sustainability across various sectors. This is achieved by offering a wide range of platforms, solutions, and services based on global standards.

This organization also provides a trusted foundation for accurate, shareable, searchable, and linkable data. Its Electronic Product Code (EPC) standard forms the basis for Internet of Things (IoT) services and applications. For over 30 years, the organization has been helping industries adapt to the challenges of omni-channel commerce and create a seamless customer experience. Currently, it supports over 8,000 corporate members from different sectors including retail, consumer packaged goods, healthcare, food & beverage, food services, apparel & footwear, transport & logistics, and more.

Job Title: Service Delivery Manager

Job Overview:

The Service Delivery Manager will play a crucial role in managing and bolstering the delivery of our community-based B2B trading services to our esteemed corporate members within the FMCG, Food Service, and Healthcare sectors. Directly reporting to the Chief Operating Officer, this individual will effectively lead the service support team and manage various aspects of service delivery.

Key Responsibilities:

- Engaging customers and providing pre-sales support
- Overseeing project work, from initiation to closure, including other professional service activities
- Leading the service support team and coordinating related activities such as workshops/webinars, helpdesk support, follow-up calls/meetings, User Acceptance Testing (UAT), and go-live preparation
- Managing vendor relationships including Service Level Agreement (SLA) management, incident management, change management, and service implementation
- Spearheading new service development and enhancements
- Organizing and managing regular committee meetings, including the preparation of meeting agendas and materials

Qualifications:

- A minimum of a University degree
- At least 6-8 years of experience in IT-related service delivery management or project management
- Proficiency in both English and Chinese (Cantonese and Putonghua), in both written and spoken forms
- Hands-on experience with Microsoft PowerPoint, Excel, Word, and Zoom/Teams
- Capability to communicate effectively with both technical and non-technical individuals
- Ability to manage multiple projects concurrently
- Exceptional time management skills
- A client-focused and results-oriented approach
- Capacity to cope with change and comfortably handle risk and uncertainty
- Strong relationship-building skills with internal and external stakeholders

Preferred Qualifications:

- Familiarity with GS1 standards
- Knowledge of EDIFACT, XML, or other EDI syntaxes
- Understanding of the latest Web and Data analytics technologies
- Industry experience in Retail, E-commerce, or Healthcare
- Certifications in Project management or Service management