DFI Retail Group

Is this your next challenge?

The challenge is to:

•    Manage and resolve IT incidents, problems, and service requests in a timely and effective manner, ensuring minimal business disruption and adherence to service standards.

•    Partner with business and technology teams to identify and implement solutions that enhance operational efficiency, system reliability, security, and user experience.

•    Monitor IT service performance against SLAs and KPIs, provide regular reporting, and drive continuous service improvements to optimize system stability and user satisfaction.

•    Provide clear, proactive communication to stakeholders, including senior management (Directors and C-level), throughout incident lifecycles, ensuring transparency on status, impact, and resolution.

•    Manage relationships with vendors and internal teams, including participation in RFP processes, contract negotiation, SLA governance, and issue resolution for third-party services. Regular update/upgrade in POS/PC image and SOP. Verify setting from vendor during IMAC job/HDD replacement.

•    Lead the testing and quality assurance of new equipment and system implementations, ensuring all solutions meet business requirements and operational standards before rollout, with proper validation, defect management

•    Oversee service-related IT projects and operations, including IT procurement, asset lifecycle management, budgeting, and vendor coordination to ensure effective service delivery.

•     Provide monitoring and operational support for enterprise systems, including conducting post-maintenance or post-patching validation checks to ensure system stability and performance. Respond to and manage user ad-hoc requests, including system configuration updates, data maintenance, and operational support activities.

Do you have experience in Technology Service?

•    Degree in Information Technology or related discipline.

•    Minimum 5 years of relevant retail IT support or service management experience, with hands-on knowledge in enterprise support environments.

•    Solid understanding of change management, incident management, and vendor management

•    Experience in IT support, system administration, networking, and end-user support operations.

•    Strong communication, problem-solving with good command of both spoken and written English and Chinese (Cantonese and Mandarin).

•    Experience communicating effectively with C-level executives, ensuring technical information is conveyed clearly and professionally.

•    Patient and approachable when assisting non-technical users.

•    Detail-oriented with a proactive mindset.

•    Team player with willingness to learn and adapt.