Ms. Maggie M K Yeung

CDCP, CDCDP, ITIL 4, Prince2 7, Scrum Master, COBIT 5

With over 25 years of experience in IT service delivery and management, I specialize in IT governance, technology risk and compliance, data centre operations, and project delivery. I have a proven track record of leading cross-functional teams to drive operational resilience, supplier governance, audit readiness, and service performance. By aligning robust ITIL control frameworks and infrastructure management with corporate strategic objectives, I ensure technology services remain secure, high-performing, and cost-effective.

MK Yeung

Recent History

Meridian Wellbeing • London
IT Support Consultant (Volunteer) • Feb 2024 – Aug 2026
  • Provided hands-on IT support with automation of regular tasks, and advised members on IT-related matters.
  • Reviewed wellbeing referral submissions, prepared concise case summaries, and maintained accurate records on the organization's case management database.
  • Supported the coordination and delivery of wellbeing activities and community engagement initiatives.
    • Mandatory Provident Fund Schemes Authority
    IT Manager • Jun 2011 – Jul 2023
    IT Assistant Manager • Dec 2010 – Jun 2011
    Senior Technical Support Analyst • Nov 2007 – Dec 2010
    Technical Support Analyst • Apr 2001 – Nov 2007
  • Data Centre & Infrastructure Operations: Spearheaded 24x7 data centre operations, monitoring mission-critical systems, environmental controls (temperature, humidity, power distribution), and physical security to prevent equipment failure and ensure continuous service availability.
  • ITIL & Change Management Governance: Served as Change Manager enforcing strict ITIL processes across internal teams and outsourced vendors; chaired change reviews to evaluate risks, obtain approvals, and minimize production business interruptions.
  • Service Delivery & SLA Oversight: Led the IT Helpdesk and technical support teams to consistently meet organizational performance pledges, establish operational KPIs, and drive continuous user experience improvements.
  • Outsourcing & Vendor Management: Managed end-to-end IT procurement, supply operations, and external vendor contracts; drafted technical requirements, evaluation criteria, and SLAs while monitoring deliverables and payment settlements.
  • Financial & Budgetary Control: Managed OPEX and CAPEX planning for the IT division, performing yearly/monthly budget forecasts, tracking resource utilization, and delivering financial reports to executive management.
  • Major Infrastructure & Digital Projects: Directed complex IT projects—including data centre setups and physical relocations, new office deployments, Document Management System (DMS) rollouts, workstation upgrades, and digital transformation initiatives.
  • Business Continuity & Disaster Recovery: Regularly updated and maintained company-wide Business Continuity Plans (BCP) and executed annual Disaster Recovery (DR) drills to validate infrastructure resilience.
  • Policy, Strategy & Compliance: Formulated and updated IT operational guidelines, procedures, and documentation; assisted senior management in shaping the long-term IT division development strategy and records management compliance.
    • The Hong Kong Polytechnic University
    IT Technician • Aug 2000 – Nov 2000
  • Designed and set up a new computer lab for the university, which includes evaluating and proposing the equipment and facilities for procurement.
  • Provided front line support and maintenance on IT hardware and software, websites and audio-visual equipment.
  • Performed departmental administration duties, which include acting as the secretary in the regular departmental meetings to coordinate meeting agendas and to draw up meeting minutes.
    • The British Council
    Education Technology Officer • Jun 1997 – Oct 1999
  • Provided day-to-day front-line support services to teachers and internal staff.
  • Provided user training to internal teaching staff on IT systems, and to assist in the preparation of electronic teaching materials.
  • Managed IT projects, which include collection of user requirements, procurement, and monitoring the project schedules, etc.
  • Performed daily servers and network administration and maintenance tasks.
  • Implemented and maintained the Internet and Intranet web sites.
  • Evaluated IT solutions and performed day-to-day supply and procurement functions.
    • Secure Data Systems
    IT Officer • Jun 1996 – May 1997
  • Handled day-to-day supply and procurement activities for IT equipment, services and maintenance contracts.
  • Assisted the manager on project management activities, including requirements collection, proposal draw-up and resources estimation.
  • Provided first line support services to client companies.
  • Developed Internet web sites and application systems (POS system and membership-tracking system) for client customers.
    • The University of Hong Kong
    B.Sc.(Hons) Mathematics • 1993–1996