Client Service Coordinator
Job Description
• Service Management Leadership: Lead and manage the ITIL service management processes, including Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management, and Service Level Management.
• ITSM/tooling Functional Support: Be a liaison with the tooling support team/developers as it relates to configurations in ITIL processes.
• Process Improvement: Continuously evaluate and improve ITIL processes to enhance service delivery, efficiency, and customer satisfaction.
• Stakeholder Engagement: Collaborate with business stakeholders, IT teams, and external vendors to ensure alignment of IT services with business objectives. Maintain and develop customer relationship.
• Performance Monitoring: Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify areas for improvement. Prepare and present governance meeting (Operational, Steering committees)
• Incident and Problem Management: Lead the resolution of major incidents and problems, ensuring root cause analysis and preventive measures are implemented.
• Change Management: Manage the change management process and CAB to ensure changes are implemented smoothly and with minimal disruption to services.
• Documentation and CMDB: Maintain comprehensive documentation of ITIL processes, procedures, and ITSM configurations.
• Ambassador for Accenture: Share Accenture success experience & legacy, Relay the local & regional messages & strategy, Ease the inter-site communication/cross cultural aspects
Job Qualifications
Must have
Service management experience
Strong knowledge in IT Infrastructure Production environment
Fluency in written and spoken English language is a must
Nice to have
• BSc/MSc in Computer Science & Engineering or in business administration
• 1-2 years managing service contract in IT infrastructure
• Cloud fundamentals, Experienced in Cloud based environment like GCP, AWS, Azure, AliCloud, etc is a plus
• ITIL V3 or V4 Foundation
• Interpersonal skills proficiency
• Good Leadership and management competencies
• Good presentation & communication skills
• Automation mindset
• Market/IT Industry understanding
• Able to work flexible hours, including weekends by the needs of the business
• Able to work overtime, as needed
• Travel opportunities (Intersites mobility)
Ho Chi Minh City
Igualdade de oportunidade de emprego
A Accenture rege-se pelos princípios da meritocracia e da igualdade de oportunidades, não discriminando nem tolerando qualquer discriminação em razão de ascendência, origem étnica, raça, cor, sexo, estado civil, território de origem, grau de instrução, posição social, orientação sexual, religião, convicções e/ou opções políticas ou ideológicas, situação económica ou social, ou em função de qualquer outro factor considerado discriminatório e proibido nos termos da lei.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.