IT Service Deputy Manager

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

Your skills and experience

• University Degree majored in Information Technology or related
• Excellent English communication skills (both verbal & written) and strong Presentation capabilities
• At least 2-3 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

Why you'll love working here

Other benefits:

After Probation

1- Company Product:

A multi-brand 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 2,000 USD/year).

4- Annual Health Check-up:
Provided once per year (in your 1st year we have covered with Onboarding process)

5- Other HR-related 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.