The Account Manager acts as the primary strategic advisor to senior leadership, translating business needs into service outcomes, driving operational excellence, and influencing long- term improvements aligned with the Technology & Digital strategy.
The Account Manager is accountable for the strategic governance, performance, and continual evolution of enterprise IT service delivery. This role provides senior leadership over Service Desk operations, AV/VC services, critical incident management, and vendor performance, ensuring seamless technology experiences for all business units.
MAIN RESPONSIBILITIES
Strategic Leadership & Service Delivery Governance
• Oversee service performance across regions, ensuring consistent KPI, SLA, and customer experience outcomes.
• Drive cross- functional alignment with Technology & Digital leadership on transformation priorities.
• Build a culture of service excellence, innovation, and continuous improvement.
• Set long- term direction, roadmap, and service strategy for Service Desk operations.
• Own the end‑to‑end governance framework for enterprise IT support and service delivery.
Enterprise- Level Incident, Problem & Crisis Management
• Sponsor enterprise- wide service resilience and stability improvement initiatives.
• Lead cross- divisional crisis coordination and communications with senior leadership and business heads.
• Govern the enterprise incident management lifecycle, ensuring timely resolution and stakeholder visibility.
• Act as the escalation owner for high- severity incidents affecting business continuity.
• Review and approve root cause analysis (RCA), prevention strategies, and problem management action plans.
AV / VC Strategy & Experience Management
• Govern service quality across enterprise meeting rooms, hybrid collaboration platforms.
• Ensure AV/VC capability readiness for events, executive visits, town halls, and strategic engagements.
• Oversee vendor partnerships, technology upgrades, and continuous enhancement to collaboration ecosystems.
• Set strategic direction for AV/VC services, modernisation, and user experience design.
Risk, Compliance & Governance Leadership
• Manage executive stakeholder communications during major changes, incident impacts, and risk events.
• Lead proactive risk mitigation efforts across support operations and vendor activities.
• Provide senior- level oversight for audit actions, control effectiveness, and process maturity.
• Ensure all service operations adhere to enterprise security, risk, and compliance standards.
Strategic Vendor & Commercial Management
• Drive executive- level vendor accountability and partnership maturity.
• Lead contract negotiations, renewals, cost optimisation initiatives, and service transformation agendas.
• Evaluate vendor capability, scalability, and alignment with technology strategy.
• Own commercial relationships and strategic performance governance for all IT service vendors.
Service Excellence, Innovation & Transformation
• Sponsor enterprise- wide initiatives to improve service desk efficiency, automation, and user satisfaction.
• Lead capability uplift across teams, ensuring adoption of best- practice frameworks and knowledge management.
• Champion emerging technologies (AI, automation, monitoring tools, self- service) for improved experience.
• Fulfil other tasks as assigned by your People Leader and/or authorized representative of NAB Vietnam from time to time.
• Leverage analytics, insights, and customer feedback to drive strategic service improvements.
