Sr Manager, IT Services (End-user Service Management)

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).