IT Service Management

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.

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

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:

• Minimum 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