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.
