Manager, IT Infrastructure

About Shangri-La Group

Shangri-La Group is a global leader in luxury hospitality with unique Asian heritage. Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands nested in key cities and beautiful beachfront locations globally. We are expanding rapidly with a strong development pipeline throughout Asia, the Middle East, Europe and Africa.

Regarded as one of the world’s finest hotel ownership and management companies, Shangri-La is dedicated to delight guests around the world with legendary service, finely tuned from over 45 years of hospitality from the heart. We have an affinity with Asian travelers and we offer them a gateway to the rest of the world, positioning us a leading brand in luxury hospitality.

As an enviable employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues, to best in class leadership development, you can be sure that potential is identified and nurtured throughout your career.

We are currently looking for a Manager, IT Infrastructure to manage the IT infrastructure operations and projects of the Group.

As a Manager, IT Infrastructure, we will rely on you to:

• Drive Global IT operation management platform projects including budget, progress tracking & monitor, deck reporting for management etc.
• Maintain regular liaison with various technology teams and business departments required IT Global operation management platform support to collect IT service management requirements.
• Conduct periodic evaluations of IT operation management products and solutions in the market to recommend the most suitable solutions for IT operation management platform related projects.
• Support the setup of IT shared service & establish the Standard Operation Procedure (SOP).
• Lead architecture and design efforts for the Global IT Operation Management Platform, including the development and maintenance of service desk, device management, and audit processes.
• Manage Global IT operation management functions related change control process to ensure authorization, prioritization and evaluation have taken place.
• Drive service quality and capacity improvement tasks to meet company growth plan.
• Ensure Service Level Agreements for Global IT operation management platform functions enabling technologies are adequate, updated, and relevant for company needs.

We Are Looking For Someone Who Has:

• University degree in the field of Information Technology / Computer Science.
• 5 years of experience in managing ITIL operation management platform in:
  • ManageEngine ServiceDesk plus systems Management of Problem, Incident, Change, Configuration, Capacity, Performance Availability functions and processes.
  • Manage Engine Endpoint Central Management systems Management of Patch, Asset, App, Software and Devices, deployment of App, Software, Remote Assistance, Configuration and performance functions and processes.
  • ManageEngine Event Log analyse systems.
• Definition of standards, key performance indicators, and critical success factors required to deliver operational excellence.
• Disaster recovery planning, documenting, and testing.
• Proven track record of ITIL service management rollout, migration, and administration.
• Intermediate ITIL 4 certification is preferred.
• Fluency in written and oral English and spoken Cantonese/Mandarin fluency is required.

Key skills/competency

• IT Infrastructure Management
• ITIL Service Management
• Project Management
• Global IT Operations
• Service Desk Management
• Device Management
• Change Control
• Disaster Recovery Planning
• ManageEngine Suite
• Stakeholder Liaison