Fashion Group Assistant IT Operations Manager

Hong Kong • China

Friday, April 18, 2025

The Fashion Group, a prestigious entity within the Fashion & Leather Goods sector, is renowned for its commitment to excellence and innovation in the luxury retail market. As part of a global conglomerate, the group offers unparalleled opportunities for career advancement and professional development within a dynamic and fast-paced environment.

1. Supervise offshore L1 and L2 operation support teams to provide call center and technical support services.
2. Act as the escalation and focal point for special case handling, customer service issues, and team performance.
3. Manage external vendors by setting objectives, monitoring performance, and conducting periodic reviews.
4. Collaborate with the local IS&T team to ensure effective service delivery and problem resolution.
5. Develop and implement IT operation strategies and policies aligned with business goals and industry best practices.
6. Maintain IT process and policy documentation and Standard Operating Procedures.
7. Assist the Regional IT Operation Manager with administrative tasks such as account reviews and KPI/SLA analysis.
8. Participate in ad-hoc projects related to IT Operation and Delivery.
9. Manage resources to ensure service level agreements are met, including incident and request management.
10. Prepare management reports and dashboards to present IT operation performance.
11. Review current IT processes and identify areas for improvement.
12. Engage with stakeholders on Continuous Improvement Plans and monitor their impact.

1. Bachelor's degree in Computer Science, Information Technology, or a related field.
2. Minimum of 5 years of experience in IT operations, preferably in the retail industry.
3. ITIL certification is required.

1. Strong knowledge of IT infrastructure, including AD, Office 365, MDM, networks, POS systems, and data storage solutions.
2. Experience with IT security best practices, data privacy regulations, and PCI compliance.
3. Excellent problem-solving and troubleshooting skills.
4. Strong communication and interpersonal skills.
5. Ability to manage multiple priorities in a fast-paced environment.
6. Familiarity with IT service management tools, preferably Service Now.
7. Fluency in English, Cantonese, and Mandarin.

A minimum of 5 years in IT operations, with a preference for experience in the retail industry.

Bachelor's degree in Computer Science, Information Technology, or a related field.

The position offers a comprehensive benefits package, including health insurance, retirement plans, and opportunities for professional development.

The Fashion Group fosters a culture of innovation, collaboration, and excellence. Employees are encouraged to pursue continuous improvement and professional growth within a supportive and dynamic environment.