Job Purpose
Senior Manager, IT Services is responsible for managing service quality and SLAs, service cost, risk and noncompliance; maintaining relationship with the stakeholders; and deploying and integrating infrastructure systems from small to large, from simple to complex to meet all the needs of the bank's IT infrastructure service provision.
Key Accountabilities
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 dissatisfaction 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 and 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 efficiency of the service costs.
- Support to resolve PCI DSS gaps and risks.
- Performance maintenance tasks for IT systems (timely renew support/maintenance contract).
- Attractive salary package based on your skills and experience
- 13th month salary + performance bonus
- 17 paid leaves + 1 birthday leave
- 100% salary in probation time
- Advanced health insurance for you and your family
- Flexible working time
- Preferential loan policy for Techcombank’s employees
- Clear career path development
- Dynamic and challenging working environment
Qualification and Experiences 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’s degree is an advantage
English
Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate
MISSION:
• To be the preferred and most trusted financial partner of our customers, providing them with a full range of financial products and services through a personalized/customer centric relationship.
• To provide our employees with a great working environment where they have multiple opportunities to develop, contribute and build a successful career
• To offer our shareholders superior long term returns by executing a fast growth strategy while enforcing rigorous corporate governance and risk management best practices
CORE VALUES:
1. Customer first: what we do is only valued if it is truly beneficial to our customers and colleagues.
2. Innovation: Make improvements to lead the way.
3. Team work: At Techcombank, you will not have good performance without cooperation.
4. People development: People with proven capability will bring the organization competitive advantages and remarkable successes.
5. Accountability: Be committed to overcoming difficulties and achieving great successes.
ITJobs is founded in 2014 in Vietnam and the primary goal is grow to one of the leading specialists in recruitment and selection of IT staff in Asia.