Job description
Job purpose:
The Service Services Manager is responsible for:
• Managing operating and maintaining hardware & systems and providing operational & technical support for global organization.
• Ensuring data availability and optimal system performance.
• Managing and ensure proactive end-user training and awareness
Main roles and responsibilities:
• Team Management:
o Manage the assigned service team ensuring they understand their roles, responsibilities and KPI’s.
o Incent the technical team to become a cohesive entity enabling the rapid deployment of quality services.
o Actively work with peers and management to build and maintain strong, productive working relationships.
o Continuously review, adjust and train the assigned technical team to ensure their capabilities enhances
• Operational integrity:
o Ensure the operational integrity of Support Services executed on multiple platforms.
o Ensure that agreed SLA´s is followed.
o Manage all utility computing services, including Messaging, CMS, Hyperion, Databases, ERP …
• Implementation:
o Manage & support projects (time, budget, scope).
o Install and configure applications, upgrades and patches, batch job scheduling.
o Interaction with peers within the Service Delivery and Solutions Delivery teams to drive the operational integrity of key business applications and services.
o Ensure performance testing is managed and make sure adequate resources are in place to provide the right performance.
• Technical platform changes and administration:
o Manage upgrade installs, new releases and deployment of operating systems software.
o Provide timely, effective and efficient processes to ensure system integrity and business protection.
o Ensure end-user security settings are appropriate.
o Monitor all components of infrastructure.
o Monitor key application end user performance through synthetic transaction monitoring.
o Ensure data availability, maintain data security & integrity, and optimal system performance.
o Ensure that agreed Backup & Disaster Recovery Plan is followed.
o Manage invoices and IT cost / spent, budget follow up
• Support:
o Ensure the effectiveness and the continuous improvement of the L1 & L2 support operations.
o Ensure Problems are analyzed and managed.
• Vendor Management:
o Ensure outsourced services associated with the support of all technical platform specialists are followed
• Asset Management
o Manage for the inventory of end user devices (hardware and software)
• Change Management:
o Manage regional / outsourced services associated with the support of all technical platform specialists to ensure delivery of service in compliance with the contracted service level agreements.
• Communication:
o Responsible for the communication to end users.
Job requirements
• Education required: Master or equivalent on computer sciences
• Experience / Background:
• 5+ years of previous experience in IT Operations / platform administration and management or team leadership
• Experience with IT Service management processes and application deployment
• Experience with Project Management / Insight into Project Methodology
• Experience managing significant external service providers and associated relationships
• Proven track record of dealing with dealing with highly sensitive information and data
• Good understanding of the company’s goals and objectives including key service processes
• Good industry knowledge of IT operations services trends and directions
• Proven track record of coordinating teamwork in a multicultural environment and managing staff over remote sites
• Tools : (linked to tools/job/method)
• Proficient knowledge of technical platforms, including O365, SharePoint, etc.
• Infrastructure operations knowledge and management capabilities
What We Can Offer
Bonus
Healthcare Plan
Paid Leave
Job Information
28/10/2024
Experienced (non-manager)
Information Technology/Telecommunications > IT Management
Digital Strategy Planning, It Governance & Compliance, Technical Support, Technical Authority, Project Management
Retail/Wholesale Trading
Any
5
Not shown
Job Locations
26th Floor, Vietcombank Tower, No.5 Cong Truong Me Linh, Ben Nghe Ward, District 1, Ho Chi Minh City
Head Office: 26th Floor, Vietcombank Tower, No.5 Cong Truong Me Linh, Ben Nghe Ward, District 1, Ho Chi Minh City
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