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Mô tả công việc
JOB PURPOSE
We are seeking a highly motivated and experienced Services Delivery Lead to oversee the delivery of exceptional ICT services and technical support to our internal users. You will be responsible for leading a team of technicians, managing budgets (CAPEX/OPEX), and ensuring the efficient operation of various key functions, including helpdesk support, user training, knowledge base management, service management (ITSM), service level management (SLA/OLA), incident management, and asset management.
AREAS OF RESPONSIBILITIES
- Lead and manage a team of ICT service desk and technical support professionals.
- Develop and implement strategies to ensure efficient and timely resolution of user issues through the helpdesk.
- Design and deliver engaging training programs for end-users on various ICT services and technologies.
- Maintain a comprehensive knowledge base with clear and up-to-date information to empower users and reduce support tickets and on-site support during weekends.
- Implement and manage IT Service Management (ITSM) frameworks and processes to optimize service delivery.
- Establish and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with internal stakeholders and third-party vendors.
- Oversee incident management processes, ensuring timely identification, prioritization, and resolution of IT incidents.
- Manage and maintain an accurate inventory of all IT assets, including hardware, software, and licenses.
- Manage the budget for ICT services and technical support, including CAPEX and OPEX.
- Drive cost saving initiatives within ICT by maximizing the use of existing tools, systems, and software licenses.
- Identify opportunities for optimal investment in new technologies and resources to enhance service delivery.
- Lead the development and implementation of user-centric ICT policies that promote responsible use, security, and compliance.
- Continuously monitor and evaluate service delivery performance. Identify areas for improvement and implement changes to enhance efficiency and user satisfaction.
- Collaborate effectively with other ICT teams and departments to ensure smooth service delivery.
We are seeking a highly motivated and experienced Services Delivery Lead to oversee the delivery of exceptional ICT services and technical support to our internal users. You will be responsible for leading a team of technicians, managing budgets (CAPEX/OPEX), and ensuring the efficient operation of various key functions, including helpdesk support, user training, knowledge base management, service management (ITSM), service level management (SLA/OLA), incident management, and asset management.
AREAS OF RESPONSIBILITIES
- Lead and manage a team of ICT service desk and technical support professionals.
- Develop and implement strategies to ensure efficient and timely resolution of user issues through the helpdesk.
- Design and deliver engaging training programs for end-users on various ICT services and technologies.
- Maintain a comprehensive knowledge base with clear and up-to-date information to empower users and reduce support tickets and on-site support during weekends.
- Implement and manage IT Service Management (ITSM) frameworks and processes to optimize service delivery.
- Establish and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with internal stakeholders and third-party vendors.
- Oversee incident management processes, ensuring timely identification, prioritization, and resolution of IT incidents.
- Manage and maintain an accurate inventory of all IT assets, including hardware, software, and licenses.
- Manage the budget for ICT services and technical support, including CAPEX and OPEX.
- Drive cost saving initiatives within ICT by maximizing the use of existing tools, systems, and software licenses.
- Identify opportunities for optimal investment in new technologies and resources to enhance service delivery.
- Lead the development and implementation of user-centric ICT policies that promote responsible use, security, and compliance.
- Continuously monitor and evaluate service delivery performance. Identify areas for improvement and implement changes to enhance efficiency and user satisfaction.
- Collaborate effectively with other ICT teams and departments to ensure smooth service delivery.
Yêu cầu
REQUIREMENTS
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Minimum 5 years of experience in a technical support or service delivery leadership role.
- Proven experience in managing and leading a team of technical support professionals.
- In-depth knowledge of IT service management (ITSM) frameworks and methodologies (e.g., ITIL).
- Strong understanding of service level management (SLAs/OLAs) in service delivery.
- Excellent problem-solving, analytical skills, strong communication, and leadership skills.
- Experience with knowledge base management tools, IT asset management tools preferred.
- Experience with IT budgeting and cost management principles preferred.
BENEFITS
-Highly competitive salary package (plus benefits) for Vietnamese and expatriate candidates depending on qualifications/experience;
- 13th month Tet bonus (Vietnamese candidates);
- Annual cost of living adjustment;
- Annual salary increases and bonuses based on performance;
- Recognition & awards programmes;
- 20 days annual leave, plus Xmas closure, public holidays and 5 days paid sick leave;
- Healthcare plan (Private accident, medical, and dental insurance, including annual health checks);
- Education support for staff, spouse and children;
- Relocation allowance to cover visa/flights/initial days accommodation
- Support and assistance in work permit and visa application together with relocation to and settling into living and working in Vietnam;
- Transportation support;
- Business travel insurance;
- Flexible working arrangements;
- Various staff events throughout the year (outings, year-end party, sports activities and other events);
- Onsite fitness and sports centre;
- Opportunity to work within a professional and multicultural environment.
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Minimum 5 years of experience in a technical support or service delivery leadership role.
- Proven experience in managing and leading a team of technical support professionals.
- In-depth knowledge of IT service management (ITSM) frameworks and methodologies (e.g., ITIL).
- Strong understanding of service level management (SLAs/OLAs) in service delivery.
- Excellent problem-solving, analytical skills, strong communication, and leadership skills.
- Experience with knowledge base management tools, IT asset management tools preferred.
- Experience with IT budgeting and cost management principles preferred.
BENEFITS
-Highly competitive salary package (plus benefits) for Vietnamese and expatriate candidates depending on qualifications/experience;
- 13th month Tet bonus (Vietnamese candidates);
- Annual cost of living adjustment;
- Annual salary increases and bonuses based on performance;
- Recognition & awards programmes;
- 20 days annual leave, plus Xmas closure, public holidays and 5 days paid sick leave;
- Healthcare plan (Private accident, medical, and dental insurance, including annual health checks);
- Education support for staff, spouse and children;
- Relocation allowance to cover visa/flights/initial days accommodation
- Support and assistance in work permit and visa application together with relocation to and settling into living and working in Vietnam;
- Transportation support;
- Business travel insurance;
- Flexible working arrangements;
- Various staff events throughout the year (outings, year-end party, sports activities and other events);
- Onsite fitness and sports centre;
- Opportunity to work within a professional and multicultural environment.
Quyền lợi
Premium Healthcare Insurance
Paid Time Off (Annual leave and Sick leave)
Training and Development Opportunity
Paid Time Off (Annual leave and Sick leave)
Training and Development Opportunity
Thông tin khác
Ngày Đăng Tuyển
13/03/2024
Cấp Bậc
Nhân viên
Ngành Nghề
Công Nghệ Thông Tin/Viễn Thông > IT Support/Help Desk
Lĩnh vực
Giáo dục/Đào Tạo
Kỹ Năng
Technical Support, IT System Administration, IT Service, ICT Infrastructure, Information Technology
Ngôn Ngữ Trình Bày Hồ Sơ
Tiếng Anh
13/03/2024
Cấp Bậc
Nhân viên
Ngành Nghề
Công Nghệ Thông Tin/Viễn Thông > IT Support/Help Desk
Lĩnh vực
Giáo dục/Đào Tạo
Kỹ Năng
Technical Support, IT System Administration, IT Service, ICT Infrastructure, Information Technology
Ngôn Ngữ Trình Bày Hồ Sơ
Tiếng Anh
Thông tin chung
- Ngày hết hạn: 12/04/2024
- Thu nhập: Thương lượng
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