Global IT Service Manager

Job Description

Objectives of position:

The IT Service Manager has a pivotal role in interfacing between the SPS business and the IT teams. With an agnostic view across the services offered by the global IT departments, the IT Service Manager will ensure that KPI’s are monitored and managed, escalations are dealt with and communicated along with the coordination of changes, problems, and project requirements. A person on this position is accountable of ensuring that all Global IT Operations Teams are ITIL aware and follow ITIL practices.

Essential functions:

• Provide a point of contact for technical and non-technical queries, project requests & escalations for the business and Country IT Managers
• Lead crisis/emergency calls in SPS IT
• Ensure IT of SPS operates based on ITIL best practices (adjust existing workflows or implement new)
• Liaise with the business to make sure that expectations are being met and our team and solutions are running smoothly and are adequate for their current & future needs.
• Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics.
• Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency & Team Happiness as well as intangible metrics that align with things such as our Company Core Values.
• Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics.
• Manage and oversee rollout of new technologies/services across the customer base.
• Identify, Communicate and Mitigate potential risks to the Company and Clients.
• Create and be Accountable to Regular Reporting to the Leadership Team.
• Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future.
• Manage business expectations to ensure that the Team can deliver on what is promised.
• Support the Team and business with any unusual/high-level issues that arise.
• Review and approve Timesheets & Expense Reports where required.
• Ensure that any new services are onboarded with the appropriate documentation and service definitions.
• Creating process documentation.
• Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to deliver better levels of experience.
• Manage end-to-end internal and business changes that arise.
• Analyze monthly/quarterly trends of provided service and implement improvements.

Job Requirement

Required:

• Great Communications skills, founded in being a good listener, but when needed show your presentation skills (story telling) – and all that in English. 
• IT literate – Advanced user level:
  • Proficiency in  Microsoft Office suite (especially Excel and PowerPoint)
  • Experience with Data Visualization Tools (e.g. Microsoft PowerBI), including dataflows and reports creation. 
• Proficiency with ITIL best practices

Nice to have:

• Experience with Ticketing System (we use ManageEngine, but your Jira or Service-Now experience is welcome)
• Direct and indirect Team Leadership
• Asset management:
  • Microsoft 365 licensing plan knowledge
  • Assets inventory processes 
• PowerPlatform user – e.g. PowerAutomate workflows creator

What are you waiting for? Join our international team today!

SPS is a leading technology-driven business transformation company. With our innovative Enterprise Workplace Solutions, we empower organizations to adopt hybrid work concepts to enhance productivity and flexibility. Our Technology Business Solutions bring together cutting-edge technology, deep vertical process expertise, and a diverse global workforce to support clients in their digital transformation journey and efficiently tackle their most complex challenges. Headquartered in Zurich, Switzerland, SPS operates in more than 20 countries and focuses on clients in banking, insurance and health. SPS has more than 8,500 employees and is recognized with a world-class NPS by its global client base. We act with precision, connect people to the right information, and turn data into insights for better outcomes. Discover how our dedicated team at SPS makes an impact that matters by visiting www.spsglobal.com.

1. Great Benefits:

- Competitive and performance-oriented remuneration system

- On-going training and development plan

- Promotion & bonus opportunities

- Private medical care for you and your family,

- Professional and challenging working environment.

2. Advance your career:

- We provide you with support to sharpen your skills and knowledge for further steps in your career path

- Opportunities to learn and grow through different types of training: Talent Development program, Succession planning as well as promotions or transfers.

3. Break your limits:

The innovation is a key value of SPS Vietnam. Joining our team, you are encouraged to think out of the box, cross your boundaries and improve yourself in our continuous improvement process during daily business operation.

4. Go Global:

The moment you join SPS Vietnam is the moment you take the chance to extend your horizon. You will work, cooperate and exchange your creative ideas with 7,500 employees of SPS. Our customers, which are 20% of Fortune 100, are located from around the world.

Notes: "By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection"