[HN] Ngân Hàng Kỹ Thương Việt Nam Techcombank Tuyển Dụng Nhân Viên Quản Lí Dịch Vụ IT Full-time 2023

I. JOB PURPOSE
The job holder contributes to the consistency of principles of design, build and measurement of end-user experience at end-user touchpoints/interactions across the system, monitor service quality & SLAs of End-User services and maintain relationship with the stakeholders.
II. KEY ACCOUNTABILITIES
1. Key Accountabilities
Main work:
- Design and build an end-user experience framework
+ Build a whole-row end-user experience framework, including principles of effective end-user experience design, implementation and management
+ Communicate training on frameworks, mechanisms and guidelines for IT Helpdesk & End-User support teams
+ Research and propose to adjust (if necessary) the end-user experience framework according to actual implementation
+ Run deep dive analysis to understand the needs and build end user profiles
- Implement mechanism to ensure end-user experience enhancement activities
+ Implement an operating mechanism/coordinating with related units
+ Monitor and evaluate the implementation of the end-user experience framework
+ Effectively analyze end-user experience through information and indicators
+ Coordinate with relevant departments to propose solutions to increase user experience
+ Track, evaluate, and report activities that increase end-user experience periodically.
2. Key Accountabilities
Main work:
- Monitor and ensure end-user support service quality targets (SLA, FTR and # of service requests).
- Investigate end-user satisfaction and dissatisfaction after receiving support.
- Analyze, evaluate, make suggestions, recommendations and coordinate implementation to improve the quality of end-user support services.
- Participate in or directly compile processes, regulations and instructions related to end-user support services.
- Report periodically to the ITO managers.
3. Key Accountabilities
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.
III. REQUIREMENTS
1. Qualifications
- Graduated from university majoring in IT, electronics and telecommunications, business administration, or finance and banking.
2. Work Experience
- Have worked in the IT field.
- Experience in IT service management (ITIL) or in large organizations, especially banks.
- Experience across customer strategy, customer experience design, journey design, innovation.
- An understanding of design thinking methodologies and its application to UX
- Experience or qualifications in Lean Six Sigma would be a plus
- Demonstrable experience leading project teams is a critical requirement
- Strong people management and development skills
- Ability to deliver high-quality work product across multiple engagements
- Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems
- Excellent facilitation and presentation skills
- Excellent written and verbal communication skills
- Very good proficiency in PowerBI, Jira, MS Office suite is essential
3. Foreign language
- English, according to TCB's regulations in each period.
4. Other requirements
- ITIL, COBIT.
IV. BENEFITS
- Competitive salary; Two-month probationary period with 100% salary, including basic insurance payment
- 13 months salary/year and with a performance bonus up to - 3 months salary
- Working hours are flexible, employees can choose shifts from 7:30 a.m to 09:00a.m
- Agile environment, dynamic and international standards
- Participate in many annual activities such as Team building, Active Saturday off, Year-end party, ...
- Join Techcombank Care with Bao Viet insurance package
- Participating in the preferential loan program for employees
- Have the opportunity to work directly with foreign experts, use frequently English
- Have a clear career development path in the direction of a Senior Expert or in the direction of a Manager.
Working place: Techcombank - North Office, 119 Tran Duy Hung Street, Cau Giay District, Ha Noi
Please feel free to reach out to me via e-mail address if you're interested [protected info]
Subject [TECHCOMBANK] IT Service Management - Full name