Mô tả công việc
Giới thiệu về công ty
Principal duties:
- IT service management.
- Business relationship management.
- Continual service improvement.
- Engage in pre-sales activities.
Trách nhiệm công việc
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.
Kỹ năng & Chuyên môn
*** 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
Phúc lợi dành cho bạn
- Tet Bonus & Performance bonus.
- Meal allowance, free parking.
- Accidental and health-care insurance, annual heath check up, flu vaccination.
- We provide opportunities to learn and grow through different types of training, Talent Development, Succession planning as well as promotions or transfers.
- Company trip.
- Happy Hour. Team building. Sport activities: Football, Badminton, Table football.
- Year-end party. Mid-autumn festival. Annual sports tournament.
- 5 working days per week (off Saturday & Sunday).
Công ty
SPS Vietnam Company Limited
Ngành nghề
Dịch vụ IT
Quy mô công ty
Hơn 1000
Quốc tịch công ty
Switzerland