Head of Technical Services

ABOUT CLIENT

Our client is a multinational trusted IT solutions provider

JOB DESCRIPTION

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.

JOB REQUIREMENT

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

WHAT'S ON OFFER

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:
- Parking: USD 25/month
- Phone/Internet: USD 100/month
- Lunch: USD 50/month

CONTACT

PEGASI – IT Recruitment Consultancy | Email: recruit@pegasi.com.vn | Tel: +84 28 3622 8666
We are PEGASI – IT Recruitment Consultancy in Vietnam. If you are looking for new opportunity for your career path, kindly visit our website www.pegasi.com.vn for your reference. Thank you!

Job Summary

Company Type:

Outsource

Technical Skills:

Application Support, Security

Location:

Ho Chi Minh - Viet Nam

Working Policy:

Onsite

Salary:

Negotiation

Job ID:

J01746

Status:

Close

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