1. POSITION OBJECTIVES
• Rollout and the overall management of end-to-end Service Management best practice policies, processes, and procedures to enhance the control and maturity of TNEX’s IT Service Delivery
• Responsible for the overall transition of new or changed services into BAU
• Ensure Service Management processes are fit for purpose, ensuring an efficient and effective driven approach and continuous service improvement in IT service delivery
2. KEY RESPONSIBILITIES
• Design, deliver and manage the Service Introduction, Design & Transition processes, and the overall governance, ensuring these are communicated and followed throughout the IT function and the business
• Lead Service Reviews with business stakeholders and key suppliers/partners
• Create & manage the service delivery service improvement plan, managing priorities, risks, and issues to deliver the target operating model within the agreed timeline working with the Head of Service Delivery
• Design and support the Problem Management processes by ensuring that the root cause analysis is conducted, delivering actions to a conclusion in a priority and time drive approach, incl. risk management and development of KPI’s
• Responsible for ITIL Service Management toolset to ensure ROI and drive continuous improvements through automation and analytics
• Ensure that CAB is effective and efficient
• Ensure fit for purpose Release Management processes and procedures, liaising with all stakeholders in timely communications and the management of risks and issues
• Ensure appropriate risks and issues are escalated in a swift manner to the TNEX BOM
• Adhere to TNEX’s Risk Management policy and procedures, including reporting of incidents or breaches
A. Qualifications
• Background from ITIL Service Management
• Excellent communication skills – collaborative approach
• Excellent negotiation and relationship management skills
• A good level of English is required
B. Experience
• A strong background leading a Service Management capability with a minimum of 5 years’ Service Management experience
C. Knowledge
• An In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management
• Excellent understanding of project & service management delivery methodology, frameworks, and best practices
• Passionate about continuous service improvement and delivering results
QUYỀN LỢI KHI GIA NHẬP TNEX
1. Attractive salary and bonus:
• Competitive salary compared to the market and commensurate with capability, to be negotiated when the candidate passes the Interview round.
• Year-end performance bonus from 2 to 5 months of the average annual salary, depending on evaluation and ranking results.
2. Comprehensive welfare policies:
• Insurance in accordance with legal regulations and additional health insurance for employees.
• Diverse welfare regimes: flexible working hours, company trips, birthday leave, etc.
• Preferential loan program with favorable interest rates for employees.
3. Training and advancement:
• In-depth, structured training programs oriented toward transformation (Re-skill, Up-skill, New-skill), customized for each job group.
• Close guidance and mentoring from leaders, direct managers, and industry experts.
• Management development programs for high-potential employees to prepare them for future managerial and leadership positions.
• Priority for internal recruitment for managerial roles, creating advancement opportunities for employees.
4. Professional working environment and dynamic corporate culture:
• Comfortable, friendly, emphasizing responsibility and mutual support.
• Dynamic, creative, encouraging innovation and continuous learning.
• Respect for differences, promoting teamwork spirit and effective collaboration.
• Various vibrant cultural, sports, and entertainment activities, creating a cohesive and enjoyable working environment.
