IT Service Deputy Manager

1. Job description

• Define operational level agreements (OLAs) in relation to IT services ensuring the agreed levels are achieved; service quality and customer expectations are met or exceeded
• Manage major incidents ensuring coordination of resolving parties effective communication to stakeholders and post incident review
• Work with internal IT teams and third party service providers to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reports to an agreed schedule (or on request) on IT Service performance including capacity management
• Ensure all team members have a gold standard PERFORM and GROW plan in success factors

2. Skills and experience

• University Degree majored in Information Technology or related
• Excellent English communication skills (both verbal & written) and strong Presentation capabilities
• At least 23 years experience working as IT Service Senior Specialist/Deputy Manager

1. Service Management:
Manage IT service delivery major incidents ensuring coordination of resolving parties effective communication to stakeholders and post incident review
Participate in defining operational level agreements (OLAs) in relation to IT services ensuring the agreed levels are achieved; service quality 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 service to ensure IT standards are applied
Meet or exceed all defined IT Service KPIs
Ensure end user customers are profiled in order that IT deliver the best service possible in 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 to an agreed schedule (or on request) on IT Service performance including capacity management
Build and maintain relationships with internal customers and key stakeholders
ITIL v3 Expert Level Certified Professional
IT System Operation and Maintenance

3. Perks

Other benefits:

After Probation

1 Company Product:

A multibrand product hamper for monthly family usage (subject to change depending on the availability of our products)
Rice (Meizan/Neptune)
Sauces (Nam Duong soya sauces chili sauces mayonnaise.. )

Grain value added (Meizan macaroni/egg noodles)

2 Annual Leave: 12 days per year

3 Private Healthcare Insurance:

PVI Insurance: After a working year since your first working day (around 2000 USD/year).

4 Annual Health Checkup:
Provided once per year (in your 1st year they have covered with Onboarding process)

5 Other HRrelated activities:
Will be informed to all employees every year:

Tet Dinner (right after Lunar New Year Festival)

Outing Trip

Family Day (every 2 years)

Sport Day/ Tournament (every 2 years)

Trade Union Activities

Core/Functional/Leadership Competency training plan for the whole company and team request according to annual training budget.

Remote Work :

No