Assistant Manager ITSM

Oversee the delivery and improvement of IT service management processes and tools, ensuring alignment with best practices and customer expectations.

Lead the automation of ITSM workflows and tasks, leveraging emerging technologies and platforms to enhance efficiency and effectiveness.

Report to the manager of ITSM operations and automations and supervise a team of ITSM analysts and specialists.

Manage the day-to-day operations of ITSM processes and tools, including incidentmanagement, problem management, change management, configuration management, service level management, and service catalog management.

Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements.

Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics.

Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies.

Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such asscripting, orchestration, chatbots, RPA, AI, and cloud.

Collaborate with IT and business stakeholders to understand their needs and expectations, and provide guidance and support on ITSM best practices and automation solutions.

Manage the ITSM operations and automations team, including hiring, training, coaching, performance management, and career development.

Manage the ITSM operations and automations budget, ensuring cost-effectiveness and alignment with IT and business objectives.

Improve on the ITSM process maturity based on ITIL framework to achieve alevel 4 or above for all ITSM processes.

Ensure 95% or above compliance of all ITSM processes.

Study and revamp the ITSM processes to improve efficiency and effectiveness.

Study and implement the ITSM automation solution which benefit on the cost optimization, reduction of human error, improve on the turnaround time and customer satisfaction.

Assist to develop of the ITSM operationand automation team members.

Group Head of Infrastructure and Cloud Technologies

One Cloud Team

Head of Service Management

Service Level Manager

IT Service Management

IT and stakeholders of Business Units

IT teams of Group Shared Services

Countries/Business Units

Vendors and/or Service Providers

5 years' experience in ITSM operations and automations, preferably in a leadership role

Minimum 4 years' experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services consulting firms.

ITIL V3/V4 Certification

Certified as ServiceNow -System Administrator (CSA)

Automation tools certification (e.g., Ansible, Terraform, UiPath, etc)

Bachelor's degree in computer science, information systems, engineering, or related field

Demonstrating experience working with ServiceNow platform.

Experience working in cloud environments like Azure and AWS and the integration with ServiceNOW platform

Demonstrating experience working with automation tool.

Ability to analyze, troubleshoot and resolve complex software applications or integration related problems.

Strong communication, collaboration andcustomer service skills.

Applies standard methodology, techniques, procedures and criteria.

Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes, e.g.GenAI integration with MS OpenAI or NOW Assist in ITSM Pro.

13th salary

Bonus paid in April next year if joining before Oct 2024

Paid leave up to 22 days per year (prorated for partially joining)

Work remote 1 day per week

Health insurance for employees and direct dependents

PEGASI – IT Recruitment Consultancy | Email: recruit@pegasi.com.vn | Tel: +84 28 3622 8666