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Senior Information Technology Service Manager

One Mount Group · Hà Nội
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Trưởng / Phó phòng
Ngành nghề
Ngành nghề khác
Mức lương
Thương lượng
Địa điểm
Not Available, Hà Nội, Hà Nội

Tổng quan

  • Responsible for the overall strategy, design, governance, and management of the company's technology service delivery ecosystem for both internal stakeholders and enterprise customers.
  • The primary objective of this role is to transform and operate the service organization through standardized frameworks (ITIL/ISO), streamlined processes, and high quality service commitments (SLA/XLA). The role is also expected to lead the adoption of automation and Artificial Intelligence (AI) across the service lifecycle, driving operational efficiency, cost optimization, and enhanced customer…
  • Key Accountabilities
  • Strategic Leadership & Service Transformation
  • Develop and drive the long-term strategy and roadmap for the Enterprise Technology Services organization, ensuring alignment with the company's overall business objectives and growth plans.
  • Lead the adoption of Artificial Intelligence (AI) and automation initiatives across the service landscape. Identify, evaluate, and implement AI-driven solutions (e.g., AIOps, GenAI-powered virtual assistants, auto-remediation, predictive analytics) to automate incident resolution, proactively identify and mitigate system risks, and reduce manual operational efforts.
  • Establish and continuously enhance a standardized service management operating model aligned with international best practices and frameworks, including ITIL v4, ISO 20000, ISO 27001, and other relevant industry standards.
  • Operational Excellence & Service Delivery Management
  • Oversee end-to-end service request and incident management processes, continuously improving First Contact Resolution (FCR) rates and overall service efficiency.
  • Ensure the continuous availability and effectiveness of infrastructure and cybersecurity monitoring capabilities. Leverage AI-driven technologies to enable proactive anomaly detection, intelligent root cause analysis, and automated incident response.
  • Manage the full lifecycle of IT assets, enterprise infrastructure deployment, and service operations while driving continuous optimization of system performance, reliability, and scalability for enterprise customers.
  • Establish, monitor, and maintain accountability for key operational performance indicators (KPIs), service delivery metrics, and contractual Service Level Agreements (SLAs).
  • Drive the evolution from traditional SLA-based service management toward Experience Level Agreements (XLAs), with a strong focus on end-user satisfaction, service adoption, and overall customer experience.
  • Lead the coordination and resolution of Major Incidents, serving as the primary escalation point for critical service disruptions and engaging directly with strategic customers and executive stakeholders during high-impact situations.
  • Talent Management & Organizational Development
  • Design and maintain a high-performing, lean organizational structure, optimizing workforce capacity through technology enablement, automation, and process efficiency rather than traditional headcount growth.
  • Lead workforce planning and capability development initiatives to ensure the organization possesses the skills and expertise required to support evolving business and technology demands.
  • Coach, mentor, and develop Team Leads and Managers, strengthening leadership capabilities, succession pipelines, and overall organizational effectiveness.
  • Foster a culture of continuous improvement, innovation, and operational excellence, encouraging teams to challenge conventional approaches and embrace new technologies.
  • Champion an Automation-First mindset across the organization, driving the adoption of automation, AI-enabled solutions, and data-driven decision-making to improve productivity, service quality, and employee experience.
  • Your Skills and Experience
  • Education & Professional Certifications
  • Bachelor's degree or higher in Information Technology, Computer Science, Management Information Systems (MIS), Engineering, or a related discipline.
  • Relevant industry certifications are highly preferred, including but not limited to ITIL Expert/Master, PMP, CISSP, CISM, AWS/Azure/GCP certifications, Lean Six Sigma, or equivalent professional credentials.
  • Professional Experience
  • Minimum 5–7 years of leadership experience in a similar role within a Managed Services Provider (MSP), Telecommunications organization, large-scale enterprise, or technology-driven company.
  • Proven track record in leading operational transformation initiatives, including service management modernization, operating model redesign, digital transformation, process automation, and AI adoption within IT operations.
  • Demonstrated experience managing large-scale service delivery environments, infrastructure operations, IT support organizations, or enterprise technology services with demanding service level commitments.
  • Core Competencies & Technical Expertise
  • Technology Leadership
  • Strong understanding of modern IT operations and service management practices, including AIOps, ITSM, Cloud Computing (AWS, Azure, GCP), Infrastructure Monitoring
  • Observability, and Enterprise Security Operations.
  • Hands-on knowledge of monitoring and analytics platforms such as ELK Stack, Splunk, New Relic, Datadog, Grafana, or equivalent technologies.
  • Familiarity with automation and orchestration tools including RPA platforms, Ansible, Jenkins, Terraform, PowerShell, or similar solutions.
  • Operational Excellence & Business Management
  • Strong process optimization and continuous improvement mindset, with practical knowledge of Lean, Six Sigma, and service management best practices.
  • Excellent analytical and problem-solving capabilities, with the ability to leverage operational data, performance metrics, and customer insights to drive decision-making and business outcomes.
  • Experience establishing and managing KPI, SLA, OLA, and XLA frameworks to ensure service quality and customer satisfaction.
  • Leadership & Stakeholder Management
  • Proven people leadership experience with the ability to build, develop, and inspire high-performing teams and future leaders.

Quyền lợi

Chế độ thưởngDu lịchLaptop / Thiết bị

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