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Mô Tả Công Việc
SENIORITY LEVEL: Senior professional
FUNCTION: DBS – Digital Business Solution
SALARY RANGE: Base Salary + Excellent Benefits + Performance Incentive
LOCATION: Ho Chi Minh City, Vietnam
ROLE POSITIONING AND OBJECTIVES
Land simplification initiatives within the DBS portfolio through digital transformation and accelerate opportunities within the end market through the respective C4E and Centre of Excellence teams including. Tech Hub. Accountable for stability, efficiency & silent running through management & monitoring of DBS services by underpinning contracts (SLA); driving towards a world class DBS user experience Sustain continued compliance of the DBS estate in the respective geographic scope while landing DBS transformations that will empower and excite our users.
Reports to: IT Service Operation Manager
Reporting Level: Managerial
Geographic Scope: Cluster / end-market according to time-zone
WHAT YOU WILL BE ACCOUNTABLE FOR
Manage service performance against Service Level Agreement and Operational Level Agreement across DBS services consumed in the end market and reports regularly against agreed targets.
Executes Service Review activities and ensures appropriate actions are taken to maintain and/or improve service levels.
Coordinates end user escalation and drives for resolution through direct management and engagement of relevant DBS functions.
Acts as point of coordination for changes to Service Levels (e.g extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
Accountable for the management and tracking of the local DBS services budget
Manages the relationship and plays the role of vendor manager for any DBS services procured locally
Ensures all changes are assessed for their impact on existing service levels
Land projects and transformation in the end markets and ensure proper handover through the execution of the Service Transition process.
Ensures readiness of the DBS estate plans to support the invocation of Service Continuity actions
Execute exploitation of opportunities for digital acceleration and transformation through collaboration with the respective enablement and excellence teams incl. Tech Hub
Yêu Cầu Công Việc
Good communication skills: oral, written, presentation, facilitation
Practical knowledge of ITILV4, Lean and Agile methodology
Credibility and trust; ideally has earned the respect of DBS managers and other business managers at all levels
Ability to work under pressure, handle stressful situations in a calm manner
Relationship management and conflict resolution skills
The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues
A good understanding of the organization’s services provided and customers/users
A good understanding of the organization’s business and how IT contributes to it
Innovative thinking with service quality, and its improvement, within limits of costs and business direction
Knowledge and management experience in digital technology (e.g. robotics, API, IOT, big data,) will be an added advantage
Exposure in FMCG/ MNC industry