Job description
Responsibilities
Oversee and manage complaints related to external vendors of IT applications, ensuring effective communication and collaboration with vendors. Manage change processes for IT application services and solutions, ensuring efficient execution of change management. Operate and manage core services of the IT application team, ensuring the achievement of operational SLA/KPI (incidents, requests, changes) and driving continuous service improvement.
Optimize and continuously improve IT service management processes (based on SIAM/ITIL frameworks) to enhance team service management capabilities. Ensure transparency in service delivery performance of IT application vendors, collaborate with the team to optimize the use of service management tools, and improve the efficiency of service delivery management processes.
Lead project management related to IT application vendor service delivery, ensuring projects are delivered on time and successfully.
Requirements
Bachelor’s degree or above, preferably in Computer Science, Information Technology, or related fields. At least 8 years of experience in IT service management or related areas, with familiarity in SIAM/ITIL frameworks. Proven experience in vendor management, capable of handling complaints and driving issue resolution effectively.
Solid knowledge of IT application operations management, with experience in SLA/KPI management. Strong project management skills, ensuring timely and successful project delivery. Excellent communication and teamwork skills, with the ability to collaborate effectively with vendors and internal teams. Proficiency in English is preferred, with the ability to work in cross-national teams.
Preferred Qualifications
Project management experience, with PMP certification. ITIL or SIAM-related certifications. Experience working in multinational companies or large enterprises. Familiarity with other IT service management tools (e.g., Jira, BMC Remedy, etc.).