Director, IT Services (40001122)

Job Purpose

Director, IT Service is responsible for managing service quality và SLAs, service cost, risk và non-compliance; maintaining relationship with the stakeholders; and deploying and integrating infrastructure systems from small to large, from simple to complex to meet all the needs of the bank's IT infrastructure service provision.

Key Accountabilities (1)

Main work:
- Monitor and ensure service quality targets (Service Level, User satisfaction rate, request readiness rate, missed calls rate).
- Coordinate with relevant departments to find out the requirements for technology or business support in line with the operation and development needs of the bank.
- Investigate customer satisfaction and disatisfaction after receiving support.
- Analyze, evaluate, make suggestions, recommendations and coordinate implementation to improve the quality of services.
- Propose, build budget allocation according to the operation plan, and manage the unit's operating costs according to the approved budget.
- Supervise and control the investment provided to technology units and projects, complying with the process of procurement investment and asset management.
- Participate in or directly compile processes, regulations and instructions related to services.
- Develop communication strategy và establish communication channels to stakeholders for service impacts, incidents and problems.
- Deploy and integrate infrastructure systems from small to large, from simple to complex to meet all the needs of the bank's IT infrastructure service provision.
- Report periodically to the Operation Director.

Key Accountabilities (2)

Risk management and compliance:
- Identify risks and non-compliance of the services, 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.

Service Management:
- Build financial plans (OPEX, CAPEX) for each year.
- Ensure the unit's operating costs under the approved budget, and assess the effiency of the service costs.
- Support to resolve PCI DSS gaps and risks.
- Performance maintenance tasks for IT systems (timely renew support/maintenance contract).

Key Accountabilities (3)

PEOPLE MANAGEMENT
- Oversee human resources planning and execution (headcount & costs) of their function/ sub- function
- Attract, onboard and retain the right talents for a high- performing team
- Establish and communicate sub- function/ function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
- Manage sub- function/ 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
- Responsible for developing talents within the function/ sub- function
- Act as a role model and promote corporate culture at function/ sub- function level
- Understand & communicate relevant HR offerings to team members.

Key Relationships - Direct Manager

Operation Director

Key Relationships - Direct Reports

Officers and employees

Key Relationships - Internal Stakeholders

Departments in ITO

Key Relationships - External Stakeholders

Service Provider Partner

Success Profile - Qualification and Experiences

Qualifications
- Graduated from university majoring in IT, electronics and telecommunications, business administration, or finance and banking.
Work Experience
- Have worked in the IT field for at least 5 years.
- At least 5 years of experience in IT service management (ITIL) or in large organizations, especially banks.
- At least 5 years in management position.
Foreign language
- English, according to TCB's regulations in each period.
Other requirements
- International Certificate of System
- Master Degree is an avantage