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Client Service Coordinator

Ho Chi Minh City Job No. r00210396 Temporary - Hybrid

Job Description

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

Qualifications

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)

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