Head of Technical Services

Supervise the Service Desk, SOC, and Development teams to ensure top-notch IT services.

Establish and uphold operational best practices in line with industry standards

Lead continuous improvement efforts in line with organizational values

Monitor and enhance KPIs and SLAs to meet performance targets.

Communicate operational updates on processes, policies, and strategies to the local technical team

Oversee financial and operational performance for technical operations in Vietnam

Manages people within the technical teams in Vietnam, covering performance, development, salaries, incentives, and all employment-related communications, in accordance with global practices

Cultivate a high-performance culture through mentoring and team development.

Facilitate effective collaboration between offshore and Australian teams, fostering alignment across functions.

Supervise offshore roles to ensure their contributions align with strategic goals.

Define, track, and drive KPIs for team effectiveness, individual performance, and business impact.

Promote a culture of service excellence by implementing customer-centric strategies that improve satisfaction, retention, and loyalty.

Collaborate with the global service leadership team to align Vietnam's service standards, response protocols, and operational frameworks with global best practices.

Coordinate with regional and offshore teams to ensure seamless customer service continuity across time zones.

Align local operations with the organization's global strategy

Provide regular reports and insights to senior leadership on performance, risks, and opportunities

Act as a brand ambassador in Vietnam, strengthening market presence.

Lead efforts to develop and grow direct services in Vietnam.

Report to both the Service Desk Manager for service operations and the Managing Director (Australia) for strategic and leadership matters.

More than 5 years of experience in IT Service Delivery and Team Leadership, specifically in service desk and SOC team management

Proven track record in implementing operational best practices and driving continuous improvement

Extensive experience in leading, mentoring, and developing high-performance teams

Skilled at promoting collaboration between local and offshore teams

Ability to innovate and improve operations

Strong analytical skills to interpret performance data and provide strategic insights to senior leadership

Demonstrated ability to achieve business goals and execute strategic plans

Proficient in IT service management, cloud technologies, and Microsoft products

Skilled in conflict resolution and creating a positive team culture

Excellent communication skills with the capacity to communicate business decisions or changes effectively

Experience in managing escalations and customer complaints

Possession of certifications such as ITIL, PMP, or equivalent

Bachelor’s degree in Business, IT, Engineering, or a related field

Background in developing and executing strategic plans (operations and sales) and understanding the sales cycle

Demonstrated success in driving revenue growth through new business

Competitive salary package

Opportunity to establish and lead a new team in Vietnam

13th month salary

Full gross salary

Working hours: 9 am – 5:30 pm, 5 days per week in office

Annual leave: 16 days, increasing by 1 day each consecutive year of service (maximum 20 days)

Additional allowances:

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