Job Description
About Company
Senior Manager, IT Service is responsible for managing service quality và SLAs, service cost, risk và non-compliance; maintaining relationship with the stakeholders; and deploying and integrating infrastructure systems from small to large, from simple to complex to meet all the needs of the bank's IT infrastructure service provision.
Your role & responsibilities
Main work:
- Monitor and ensure service quality targets (Service Level, User satisfaction rate, request readiness rate, missed calls rate).
- Coordinate with relevant departments to find out the requirements for technology or business support in line with the operation and development needs of the bank.
- Investigate customer satisfaction and disatisfaction after receiving support.
- Analyze, evaluate, make suggestions, recommendations and coordinate implementation to improve the quality of services.
- Propose, build budget allocation according to the operation plan, and manage the unit's operating costs according to the approved budget.
- Supervise and control the investment provided to technology units and projects, complying with the process of procurement investment and asset management.
- Participate in or directly compile processes, regulations and instructions related to services.
- Develop communication strategy và establish communication channels to stakeholders for service impacts, incidents and problems.
- Deploy and integrate infrastructure systems from small to large, from simple to complex to meet all the needs of the bank's IT infrastructure service provision.
- Report periodically to the Operation Director
Risk management and compliance:
- Identify risks and non-compliance of the services, and coordinate with relevant units to propose methods to measure and minimize risks in operations.
- Ensure that team members fulfill their commitments on service quality and comply with the Bank's regulations and policies.
Service Management:
- Build financial plans (OPEX, CAPEX) for each year.
- Ensure the unit's operating costs under the approved budget, and assess the effiency of the service costs.
- Support to resolve PCI DSS gaps and risks.
- Performance maintenance tasks for IT systems (timely renew support/maintenance contract).
Your skills & qualifications
Qualifications:
- Graduated from university majoring in IT, electronics and telecommunications, business administration, or finance and banking.
Work Experience:
- Have worked in the IT field for at least 8 years.
- At least 8 years of experience in IT service management (ITIL) or in large organizations, especially banks.
- At least 5 years in management position.
Foreign language:
- English, according to TCB's regulations in each period.
Other requirements:
- International Certificate of System
- Master Degree is an avantage
Benefits for you
- Competitive salary
- Two-month probationary period with 100% salary, including basic insurance payment
- 13 months salary/year and with a performance bonus
- Working hours are flexible, employees can choose shifts from 07:30 a.m - 09:00a.m to 04:30 p.m - 06:00 p.m
- Agile environment, dynamic and international standards
- Participate in many annual activities such as Team building, Active Saturday, Year-end party, ...
- Join Techcombank Care with the Bao Viet insurance package
- Participate in the preferential loan program for employees
- Have the opportunity to work directly with foreign experts, use frequently English
- Have a clear career development path in the direction of a Senior Expert or in the direction of a Manager