Head of IT Services Excellence (40001664)

Job Purpose

The Head of IT Service Excellence plays a critical role in ensuring that services are delivered to clients in a high-quality, timely, and cost-effective manner. They are responsible for maintaining client relationships, coordinating service delivery, monitoring performance, and continuously improving processes. This role requires strong leadership, communication, and problem-solving skills, as well as the ability to work well under pressure.
 

Key Accountabilities (1)

Main work:
- Coordinate with other departments in the IT infrastructure services to understand the operation of the systems, as a basis for the efficient and stable operation of services.
- Prevent the incidents & problems from happening by:
   + Proactively address weaknesses, risks and problems on the IT infrastructure/applications/services then develop remediation plan to mitigate them in order to improve the quality of 
      services.
   + Periodically review and assess the weaknesses, risks of systems.
- Manage & hands-on on incidents/problems solving activities:
   + Manage the troubleshooting and directly handle the occurred incidents & problems .
   + Analyze and conclude the root cause of the incidents & problems, define & implement the solutions to recover the services quickly and prevent them from repeating.
- Cooperate with operation functions to establish and apply operation best practices, standards and frameworks into the IT service operation:
   + Train and support.
   + Improve the operating processes and tools. 
   + Monitor & report the compliance of the operation activities in real-life.
- Ensuring compliance with service level agreements: Service Delivery Managers are responsible for ensuring that service level agreements are met, and that the services provided  
   meet the required quality standards.
- Building and maintaining teams: Service Delivery Managers are responsible for building and maintaining high-performing teams, and for fostering a positive working environment.
- Develop, track, and ensure the unit's costs are under the approved budget & well-spent.
- Continuously improving processes: Service Delivery Managers continuously evaluate and improve processes to ensure that services are delivered efficiently and effectivel
- Report periodically to the CIO.

Key Accountabilities (2)

Risk management and compliance:
- Identify risks and coordinate with relevant units to propose methods to measure and minimize risks in operations.
- Ensure that team members fulfill their commitments on service quality and comply with the Bank's regulations and policies.

Key Accountabilities (3)

Human resource management:
-    Oversee human resources planning and execution (headcount & costs) of their function
-    Attract, onboard and retain the right talents for a high-performing team
-    Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
-    Manage function performance & provide feedback regularly (following the annual performance management cycle);
-    Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
-    Motivate and recognize team members’ contributions towards the team’s shared goals
-    Identify and monitor personal, professional development and career advancement of talents in the function
-    Act as a role model and promote corporate culture at function level
-    Understand & communicate relevant HR offerings to team members.

Key Relationships - Direct Manager

Chief Information Officer

Success Profile - Qualification and Experiences

'Qualifications 
- Graduated from university majoring in IT or electronics and telecommunications, business administration, finance and banking.
Work Experience
- At least 15 years of experience in Technology industry or other related fields
- At least 8 years of experience in IT Operation & Development or in large organizations, especially banks.
- At least 10 years in management position.
Foreign language
- Fluent English communication
Other requirements
- International Certificate of System.
- Master Degree is an advantage.