Service Operations & Delivery
Supervise day- to- day AMS operations to ensure smooth service delivery and consistent business support.
Maintain alignment with service management standards and operational best practices.
Coordinate resources and monitor ongoing incidents, service requests, and change activities.
Incident & Request Management
Record, monitor, and manage incidents and service requests using ITSM tools.
Conduct preliminary investigations, identify root causes, and escalate issues appropriately.
Ensure all requests are handled and resolved within SLA timelines and properly documented.
Stakeholder Communication & Coordination
Provide clear and timely communication regarding service status, incident updates, and planned system changes.
Serve as the main point of contact between clients, internal IT teams, and delivery groups.
Participate in service review sessions, offering insights and contributing to improvement actions.
Governance, Documentation & Compliance
Maintain accurate operational documentation, including incident logs, change records, and standard operating procedures.
Support internal audits and prepare reports with relevant operational metrics and performance insights.
Continuous Improvement & Knowledge Sharing
Participate in testing and validation of new system enhancements or process updates.
Develop and maintain knowledge base articles and user training documentation.
Identify recurring service issues and recommend long- term solutions or process improvements.
Team Leadership
Foster a service- oriented mindset, ensuring the team consistently meets KPIs and delivers high- quality outcomes.
Supervise a team of AMS consultants, providing direction, feedback, and performance evaluation.
Requirements
Balanced, diplomatic approach in conflict resolution, with the ability to make assertive and practical decisions.
Excellent coordination, communication, and analytical skills.
Proven ability to build credibility with stakeholders at all levels and understand business needs in a service- driven environment.
Familiarity with ITIL principles and service management platforms such as ServiceNow, Jira, or Remedy.
Fluent in English (both written and verbal); proficiency in Vietnamese is an advantage.
Bachelor’s degree in Information Technology, Business, or a related discipline.
Demonstrated stability in career progression — frequent job changes are not preferred.
3–5 years of relevant experience in IT support or SAP AMS environments, ideally within managed services or outsourcing setups.
Basic technical knowledge of SAP systems (e.g., S/4HANA, SAP B1) and associated business processes.
