One Mount Group

Overview of job

Job Purpose:

• 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 experience.

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.

Salary & Allowances

• 13-month salary with annual performance bonus, project incentives, sales incentives (based on position)
• Lunch allowance: 730.000 VND/month
• Special occasion bonus: up to 3.500.000 - 5. 000.000 VND/year
• Annual leaves: Up to 20 days/year (based on levels)
• Health: Social insurance, premium health insurance, yearly health check
• Laptop, screen and other needed facilities/accounts/tools for work

Career Growth

• Yearly salary review and promotion
• Diverse career path: Management or Expert and functions rotation opportunity
• Free learning platforms; internal workshop, certification sponsorship, and exclusive mentoring from C-levels
• Recognition and awards at team and organizational levels.
• Grow your career with opportunities across the dynamic ecosystem of Techcombank & Masterise Group.
• Access special loan offers with competitive interest rates and flexible grace period options tailored to your financial needs.

Working Environment

• Open & collaborative working space fosters both individual focus and teamwork activities
• Young, dynamic, and collaborative working atmosphere
• Unwind zones: gaming, table tennis, yoga, gyms, bath rooms.
• Personal lockers with QR code access.
• Quarterly/yearly teambuilding & engaged internal events.