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.
Your skills and experience
Education & Professional Certifications
Bachelor's degree or higher in Information Technology, Computer Science, Management Information Systems (MIS), Engineering, or a related discipline.
Relevant industry certifications are highly preferred, including but not limited to ITIL Expert/Master, PMP, CISSP, CISM, AWS/Azure/GCP certifications, Lean Six Sigma, or equivalent professional credentials.
Professional Experience
Minimum 5–7 years of leadership experience in a similar role within a Managed Services Provider (MSP), Telecommunications organization, large-scale enterprise, or technology-driven company.
Proven track record in leading operational transformation initiatives, including service management modernization, operating model redesign, digital transformation, process automation, and AI adoption within IT operations.
Demonstrated experience managing large-scale service delivery environments, infrastructure operations, IT support organizations, or enterprise technology services with demanding service level commitments.
Core Competencies & Technical Expertise
Technology Leadership
Strong understanding of modern IT operations and service management practices, including AIOps, ITSM, Cloud Computing (AWS, Azure, GCP), Infrastructure Monitoring,
Observability, and Enterprise Security Operations.
Hands-on knowledge of monitoring and analytics platforms such as ELK Stack, Splunk, New Relic, Datadog, Grafana, or equivalent technologies.
Familiarity with automation and orchestration tools including RPA platforms, Ansible, Jenkins, Terraform, PowerShell, or similar solutions.
Operational Excellence & Business Management
Strong process optimization and continuous improvement mindset, with practical knowledge of Lean, Six Sigma, and service management best practices.
Excellent analytical and problem-solving capabilities, with the ability to leverage operational data, performance metrics, and customer insights to drive decision-making and business outcomes.
Experience establishing and managing KPI, SLA, OLA, and XLA frameworks to ensure service quality and customer satisfaction.
Leadership & Stakeholder Management
Proven people leadership experience with the ability to build, develop, and inspire high-performing teams and future leaders.
Exceptional communication, influencing, and negotiation skills, with demonstrated success in engaging senior executives, strategic customers, and cross-functional stakeholders.
Strong crisis management and executive escalation handling capabilities in high-pressure operational environments.
Language
Professional proficiency in English, including business communication, stakeholder engagement, contract discussions, and technical documentation.
Why you'll love working here
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