Itil Process Manager

Reporting into the ITS Vietnam Leadership Team and ITS Global Team, this role is responsible for ensuring adherence to 'best practice' process in the areas of Release and Change Management, Configuration and Asset Management, Incident Management and Problem Management. This role will primarily work with all ITS departments in Vietnam to ensure RMIT IT process is followed and aligned with the Global process as set by the Service Transition team in Australia.

Key areas of focus are as follows:

-Manage the implementation of and continued compliance to the Global Release and Change Management, Configuration and Asset Management, Incident Management and Problem Management processes
-Maintain oversight of all incidents regardless of priority and provide management and coordination activities as required.
-Manage P1 and P2 incidents via the Major Incident Process as required.
-Co-ordinate the completion of Post Incident Reports and communicate and review with Management as required.
-Facilitate workshops and regular meetings for high priority problems with Support teams during the analysis, investigation and remediation phases
-Review all Change Records and progress Changes through the relevant workflows
-Develop and communicate PRECAB, CAB agenda and FSC and facilitate and chair each of these meetings.
-Provide reporting, metrics, analysis and trending and continual service improvement for Release and Change Management, Configuration and Asset Management, Incident Management and Problem Management.

-A Bachelor degree in Information Technology and significant industry related experience.
-At least 7 years of experience in a similar ITS related position with exposure to working for multinational organisations and preferably with experience of working internationally.
-Knowledge of the ITIL framework. ITIL certification and training experience is desirable.
-A demonstrated knowledge and in Release & Change Management, Configuration and Asset Management, Problem Management and Incident Management.
-Ability to convene and chair meetings with agenda, minutes and follow up actions.
-Ability to transfer technical skills through a coaching and mentoring approach, to more junior team members.
-High level interpersonal skills, including negotiation, liaison, and cross-cultural communication.
-Ability to identify opportunities and areas for improvements, and initiate, lead and implement change to achieve efficiency and continuous improvement.
-Excellent time and workload management skills with demonstrated ability to prioritise effectively, manage multiple tasks, meet deadlines and achieve required outcomes and effectively deliver results.

- 13th month salary
- Healthcare plan
- 20 annual leave days

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