Location: HCMC, Vietnam
Industry: FMCG/Package
Responsibilities:
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Define operational level agreements (OLAs) related to IT services to ensure that agreed levels are achieved, service quality is maintained, and customer expectations are met or exceeded.
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Manage major incidents by coordinating the resolving parties and ensuring effective communication throughout the process.
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Collaborate with internal IT teams and third-party service providers to ensure actions are taken and completed to protect and improve services.
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Provide regular and accurate management reports according to an agreed schedule (or upon request) on IT service performance, including capacity management.
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Ensure all team members have a high-standard PERFORM and GROW plan in success factors.
Requirements:
Education
- University degree in Information Technology or a related field
Experience
- At least 2-3 years of experience working as an IT Service Senior Specialist or Deputy Manager
Responsibilities
1. Service Management:
- Manage IT service delivery and major incidents, ensuring coordination of resolving parties, effective communication with stakeholders, and post-incident review.
- Participate in defining operational level agreements (OLAs) related to IT services, ensuring the agreed levels are achieved, service quality is maintained, and customer expectations are met or exceeded.
- Lead internal and third-party service review meetings covering performance, service improvements, quality, and processes.
2. Performance & Quality:
- Manage the quality of deliverables for services to ensure IT standards are applied.
- Meet or exceed all defined IT Service KPIs.
- Ensure end-user customers are profiled to deliver the best service possible in the context of their activities.
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
- Provide regular and accurate management reports according to an agreed schedule (or upon request) on IT service performance, including capacity management.
- Build and maintain relationships with internal customers and key stakeholders.
Job Duties & Responsibilities
- Certified ITIL v3 Expert Level Professional in IT System Operation and Maintenance
Soft Skills
- Excellent English communication skills (both verbal and written) and strong presentation capabilities.
- Strong problem-solving skills.
- Self-driven and disciplined.
- Proactive in contributing to a team-oriented environment.
- Able to multi-task effectively.
How to apply:
Ms. Nhu Hoa Nguyen
E-mail: nhuhoa.nguyen@ev-search.com
