Skip to main content

Job ID:

Job Category:


Job Type:

Date Posted:

Apply Now >>    
Job Title :
(Senior) Collaboration Solution Service Manager, End User Collaboration Solutions
Job ID :
Category :
Information Technology
Location :
HKG, HongKong HK
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Overview:

At a global level, follow defined standards in configuring and supporting day to day operations on our End User Collaboration Solutions. We are seeking for caliber candidate with experienced knowledge across reporting and workflow management plus hand-on operational experiences in Office 365 Exchange Online, Skype and OneDrive.


Management Dashboard
  • Providing accurate reporting and helping establish service improvements for Incident, Request, Change and Escalation processes for Collaboration Solutions
  • Responsible for producing and distributing all Collaboration Solutions reports including Resource Usage, End User Activity and Adoption.
Escalation Management
  • Shared ownership with Collaboration Solution Directors for the escalation process including major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review 
Governance Control
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Owner of CS Service Management Monthly Governance meeting where all CS Service Management activity is reported and presented
Operation Readiness
  • Support the Operational Readiness process with the EUS Service Desk (in North America and Asia), for all new services with all required Service Recovery Documents for Service Desk, including training services to educate Service Desk staff on how to effectively support collaboration services and technology 
Catalog of Services Management
  • Responsible for creation of all required Configuration Items (CI) for all new services including working with GIS teams to create Service Now workflows for request approvals and service escalations.
  • Drive internal service review meetings covering performance, service improvements, quality and processes with both Asia and North America CS Operations teams.

  • College Degree in Computer Science or equivalent experience, vendor certifications preferred
  • 5 years services reporting and workflow management experience preferable using ServiceNOW
  • 3 years operational experiences in Office 365 Exchange Online, Skype and OneDrive etc.
  • Knowledge in applying appropriate methodology in capacity planning, monitoring and operational best practice for collaboration products
  • Flexible working hours and occasional business travel
  • Good understanding of ITIL Service Management
  • Strong analytical, evaluative, and problem-solving abilities; ability to focus on timely and efficient resolution and ability to realize when to escalate if required.
  • Ability to support non-technical staff and to participate in in-depth technical discussions
  • Autonomous and able to manage priorities with minimal supervision
  • A broad-based understanding of and experience in the technology industry and a familiarity with operational best practices 
About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Information Technology
Apply Now >>    
Link for schema


Any personal information you provide through this site will be privy only to Manulife for the purpose of evaluating your qualifications and experience. At all times, your personal information will be protected by the application of our Privacy Policy.