IT Service Management Team Leader

 Actively participating in defining the IT service portfolio and Service Level Agreement
 Actively participating in establishing the Operational Standard Procedures following the international ITSM frameworks: ITIL, COBIT and also the best practice in industry.
 Set up reports of ITSM Performance and update to SMT Team, Cluster Head & School Manager in each campus.
 Annually develop the customer satisfaction survey to assess the IT Services delivered to end users.
 Take ownership of incidents, change request, problem solving process to ensure the high level of service with proper escalation process in place.
 Identify the areas to improve after having the result of customer survey & analysis of data in ITSM
 Participating the Process to select the ITSM Solution which shall be best suitable to VAS.
 Play the role of Administrator of ITSM Software Solution including the installation, configuration, troubleshooting, creating reports & actively participate into the process to implement the ITIL framework.
 Actively participating & contributing in the annual budgeting process and commits to archiving cost target of department.
 Ensure IT service management delivery in alignment with SLA.
 Manage & Lead the day-to-day activities for entire Service Management Team including the Service Desks in Central Office and campuses.
 Lead the Service Management Team including the Planning, Organizing, Leading, Staffing, Controlling, Couching & Providing training staff toward to Efficiency and Effectiveness of Operation.
 Actively make analysis of ITSM reports, total tickets allocated by root caused, Tickets unlatching with SLA … and propose the improvement ideas which can help the Operation in ITSM more effective and efficient.
 Translate and implement all the initiates/request from management team/business executive and make sure the application service delivery to be always ready for future.
 Proactively find out the issue or problem in ITSM Operation or ISTM procedure and propose the idea to improve.
 Periodically update the new ITSM solutions in the market and look for opportunities to apply for VAS.
 Read, acknowledge understanding, stay updated, set good example of compliance with the company’s policies stipulated in various regulations, guidelines and manuals including but not limited to the Company policy, Staff Manual, IT Guideline, IT Instruction, Letter of Authority, Anti-corruption policy etc… Make sure all the team members should be aware of this.
 Set goals and objectives for team members to meet the team’s objectives, department’s objectives and VAS’s objectives.
 The position strives for continuous improvement in systems & processes in the function to make the outputs user-friendly, improve the business process, makes information more available to decision makers.
 Actively participate into DRP and BCP process once required.
 Fully in charge of day-to-day IT Operation at BTH Campus.
 Work with School Manager at BTH campus and Central Office for IT budget and projects
 ITSM Team Leader is responsible for managing Technician Team in BTH Campus to provide services for BTH campus and Central Office.
 Be responsible for monitoring and managing the IT assets of VAS in collaboration with IT technicians at campuses.

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