Expert/Senior Officer, IT Service Management

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).

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