Charles Lai

IT Infrastructure & Service Delivery Manager @ Richemont

About

With over 20 years of professional experience, I lead IT infrastructure and service delivery operations at 歷峯集團, driving digital technology strategy and operations across Northeast Asia. My focus is on mentoring a high-performing regional technology team, ensuring seamless L1 and L2 support for over 2,000 employees and 130+ luxury boutiques, and collaborating with Maison brands and business units to implement tailored technology solutions. I specialize in IT strategy, managing associates, and fostering community support. My mission is to align technology with business needs, enabling operational excellence and enhancing customer experience in the luxury retail sector. As a certified ITIL specialist, I am committed to operational efficiency and delivering innovative solutions that support sustainable growth and transformation.

Country

Hong Kong SAR

City

Hong Kong

Industry

Luxury Goods & Jewelry

Skill

Managing Associates, Community Support, IT Strategy, Technology Management, Information Technology Infrastructure, Supportive Services, Understanding of modern ways of working, Value stream identification and mapping awareness, Citrix Cloud, Daily Operations Management, IT Strategic Planning, Management by Objectives, IT contract negotiation, Subject Matter Experts, Operations Process Improvement, Technical Support, Workplace Transformation, DevOps, Microsoft Endpoint Configuration Manager, Business

Experience

IT Infrastructure & Service Delivery Manager

Richemont

2019-10 - Present · 7 yrs

香港特別行政區

Lead digital technology strategy and operations for Northeast Asia (Hong Kong, Macau, Taiwan, and Hainan), mentoring local technology team providing L1 & L2 support for 2,000+ employees and 130+ luxury boutiques, while partnering with Maison brands and business functions to deliver technology solutions.

FTS Global Support Coordinator - Managed Client

Richemont

2015-5 - 2019-9 · 4 yrs 5 mos

香港特別行政區

Oversaw global technology support team distributed across Hong Kong, Switzerland, and the United States, managing 33,000+ Windows endpoints and 20,000+ Apple devices across 23+ locations while developing strategic roadmaps and driving operational excellence.

FTS Regional Analyst

Richemont

2014-4 - 2015-4 · 1 yr 1 mo

香港特別行政區

Steered change enablement and problem management processes to reduce recurring incidents while providing L3 daily operations and incident resolution for local IT environments.

Senior IT Infrastructure Officer

Richemont

2011-4 - 2014-3 · 3 yrs

香港特別行政區

Managed APAC infrastructure projects, including perimeter dedicated network solutions, Active Directory, Exchange and file services to strengthen regional platform reliability.

IT Infrasturture Officer / PC Support Analyst / Helpdesk / Intern

Richemont

2002-7 - 2011-3 · 8 yrs 9 mos

香港特別行政區

• Provided L1 & L2 support across Hong Kong and APAC, ensuring seamless service continuity. • Developed technical knowledge and mentoring skills to enhance the APAC support team. • Supported business expansion through effective infrastructure deployment and device provisioning.