Mô tả công việc

Role and Responsibilities

Live Payments is seeking a talented and experienced Service Manager to join our growing/multi-national team. Reporting directly to our Vietnam based Software Development Leader, the Service Manager will take care quantity and quality of product services between technical team and other departments and maintain the company standards of timely delivery and customer satisfaction.

Core duties include:

• Incident Management:
  • Respnd promptly to product incidents, coordinating with the Technology Production Support team and other departments to restore service or escalate to partners when necessary.
  • Establish and cntinuously improve the incident management process, monitoring and optimizing processes to improve KPIs and customer experience.
  • Plan and develp a Knowledgebase for the technology team to improve incident handling capabilities.
  • Cnduct regular meetings with team(s) to review service performance and identify areas for improvement.
  • Identify and escalate issues t the relevant teams or third parties when beyond the scope of the team's capabilities.
  • Ensure all cases are reslved within the defined SLAs.
• Performance Management:
  • Cllaborate with business and product teams to define KPIs for products and services.
  • Prvide regular insights on the performance of products and services, enabling the product and delivery teams to identify areas for improvement.
  • Create and deliver perfrmance reports, highlighting key metrics and trends.
• Capacity Planning:
  • Analyse current demands fr products and services.
  • Identify the capacity f existing resources and determine gaps between demands and current capacity.
  • Frecast future demands for products and services and monitor capacity utilization to take appropriate action and ensure optimal performance.
• Service Improvement:
  • Define SLAs fr internal teams and assist in reaching agreed SLAs with partners.
  • Cllaborate with delivery and support teams to continuously review, identify, and implement improvements to the quality of products and services.
  • Review and evaluate the results of service improvement efforts
• Team Management:
  • Manage staffing levels f the Service team and forecast the resources required to maintain service quality.
  • Prvide training and coaching to team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Review and mnitor the performance of team members, providing feedback and support as needed to ensure efficient performance.

Yêu cầu công việc

• University Degree Qualified in a Tech or Business field.
• 3-4 years of Service Management experience
• IELTS 7.0 or equivalent would be beneficial
• Experience working in the payments and/or financial services industries an advantage.

KEY SKILL

• Solid knowledge in ITIL and ITSM, especially Incident Management/Change Management process
• Knowledge of developing and managing Freshdesk (or similar one) dashboards and processes
• Excellent sense of prioritization and time management
• Well-organized, careful, self-driven, dynamic, and creative
• Ability to work under high pressure, resolve problems skills and adapt to the new environment
• Advanced English skills encompassing writing, reading, speaking, and listening
• Excellent interpersonal skills with the ability to collaborate effectively across departments and teams.
• Familiarity with SLA management and negotiation.