IT Service Manager

The IT Service Manager is responsible for managing the service delivery of information and communications technology (ICT) services and working with teams from IT service operations.

1. Primary
- Hold monthly Service Reviews with customers (main SPS countries) to show to Business what IT is providing to them and the performance of those services
- Maintain relationship with customers, feel their pain points and coordinate with responsible teams to address them
- Take part in the presales process, act as the contact person for all change requests that do not have operations in Vietnam
- Monitor all change requests and keep track of their delivery timeline
- Review billing report to ensure it is according to client agreements
- Support incident management communication and ensure the quality of root cause analysis reports (high customer visibility cases only)
- Respond to customer enquiries and make sure they are full-filled

2. Secondary
- Oversee all the processes and find room to improve them
- Maintain service catalog and customer contact list
- Centralize customer feedback and keep the customer feedback control file updated
- Responsible for selected IT customer communication, including survey; announcement; holiday greeting, etc.

*** Education:
• University Degree in IT or Business Administration.
• Formal IT service management qualification (ITIL, ISO 20k, etc.) is a plus.
*** Knowledge, skills and experience:
• 2 - 3 years work experience within IT or function with considerable IT-interaction
• Familiarity with IT service management frameworks, policies, practices, tools and templates is a plus
• Experience in relationship management is a plus
*** Soft-skills and attributes:
• Very good English communication skills
• Can build relations with customers
• Reliable and responsive
• Can work both independently and in a team-oriented, collaborative environment
• Negotiation skills and feels comfortable to sometimes be pushy

The combination of a European Management team and ambitious employees from well-known local and international universities give us the chance to offer our products and services of European quality, but made in Vietnam. This concept provides us with an important competitive advantage in the international market. We strive to provide a friendly working-environment where people feel like a family and are free to voice their opinions.

What are you waiting for? Join our international team today!

• Salary: Competitive
• Annual salary review and another salary review in a year for employees with really excellent performance
• 13th salary, performance bonus, project bonus based on company's salary policy
• Training and development opportunities: new technologies, soft skills
• Meal allowance, free parking
• Special healthcare program and incident insurance
• Annual company trip, team building activities, year-end party, happy hour
• Sport activities: football, badminton

- Tet Bonus, 13th Salary and Performance bonus
- Training, Talent Development, Succession planning, Promotions
- Company trip, Team building, Healthcare

Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp