IT Service Delivery Engineer (Contract)

An organisation in Hong Kong seeks an IT Service Delivery Engineer to support a major transformation project and ensure smooth operations.

This role involves developing, integrating, and maintaining an on‑premises ITSM platform, driving process improvements, and exploring automation through AIOps. The Engineer will collaborate across teams to uphold ITSM governance, deliver quality service, and support audits and compliance requirements.

Key responsibilities:

As an IT Service Delivery Engineer, you will support transformation work, enhance ITSM automation, manage projects, ensure compliance, and drive service improvements through analysis and reporting.

• Provide technical support for infrastructure projects and BAU operations
• Design, configure, and automate ITSM workflows and service requests
• Lead and deliver ITSM and IT Operations projects
• Collaborate with application, project, operations, and vendor teams
• Evaluate emerging technologies and recommend ITSM tool adoption
• Support internal and external audits and compliance requirements
• Perform root cause analysis and deliver management reports and dashboards

Candidate profile:

To excel in this role, you bring ITSM experience, ITIL/PMP certification, hands-on platform expertise, strong analytical skills, and a collaborative, improvement-driven mindset.

• Degree in Computer Science, Information Systems, or related field
• ITIL certification, PMP, or ITSM vendor certifications are an advantage
• 7+ years’ ITSM experience with strong knowledge of Change, Incident, Problem, Identity & Access, and Asset Management
• Hands-on experience with leading ITSM platforms in large-scale environments
• Experience in ITSM operations, incident/problem management, and ticket lifecycle tracking
• Strong background in ITSM automation, workflow optimisation, and continuous improvement
• Experience in service reporting, analytics, and dashboard creation
• Fluent in Cantonese and English; Mandarin is an advantage

About the company:

A large organisation in the infrastructure and services sector delivers essential operations with a strong focus on reliability, safety, and efficiency. It provides a collaborative environment that values innovation, sustainability, and continuous improvement.

Keywords: ITSM, process improvement, automation, AIOps, BAU operations, ITIL/PMP

What’s next:

Apply now to be part of impactful, large-scale operations!