Pay Band: 6/G
No. of positions: 1
Country/Location: Vietnam
Department: Exams
Contract Type: Indefinite Contract
Closing Date: 9th January 2026
Right to Work: Applications are welcomed from candidates in Vietnam, with a natural right to work. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.
Role Purpose
This role leads the Vietnam ITSD team in delivering effective technical support for exams across the country, driving standardised procedures for computer-based testing and ensuring consistent nationwide implementation. It also serves as the primary point of contact for CBT-related IT matters with external stakeholders, overseeing technical risk management and compliance to support secure and seamless exam delivery.
Main Accountabilities
The British Council in Vietnam is seeking an experienced Exam IT Service Delivery Manager to lead the delivery of high-quality, secure and compliant technical support for examinations across the country. This role plays a critical part in ensuring the smooth operation of both computer-based and paper-based tests, with a strong focus on computer-based testing (CBT) and nationwide consistency of technical standards.
The post holder will serve as the primary point of contact for technical support related to exam delivery, ensuring that all systems, equipment and devices used for examinations are fully compliant, correctly configured and functioning effectively. The role requires strong technical expertise across hardware, software and networks, combined with hands-on experience in supporting end users to resolve technical issues in live operational environments. A solid understanding of risk and compliance management is essential to safeguard the integrity and security of exam delivery.
A key responsibility of the role is leading the development and implementation of best practices for CBT technical support across Vietnam. This includes monitoring the technical performance of venue providers, analysing technical incidents to identify root causes, and implementing preventive measures to reduce future risks and improve operational efficiency. The manager will oversee technical support activities before, during and after test delivery, including venue sourcing and setup, test-day operations and post-test activities. The role also supports the rollout of new exam products, acting as the primary escalation point for resolving technical issues quickly and effectively.
The Exam IT Service Delivery Manager will ensure that all technical incidents are accurately recorded, monitored and reported, with clear improvement plans and corrective actions put in place. The role involves managing the full lifecycle of exam delivery devices, ensuring equipment readiness, secure configurations and stable connectivity across all test venues. Close collaboration with operations teams is required to deliver technical training for venue providers and staff, contribute to the design of training materials and online assessments, and support ongoing capability building aligned with business needs.
Risk and compliance form a core part of the role. Working closely with operations teams, the manager will ensure that all CBT systems comply with QCA standards and exam delivery guidelines, develop technical mitigation plans to address identified risks, and promote best practices that ensure full adherence to regulatory and procedural requirements.
The role also has significant stakeholder and people management responsibilities. The manager will act as the main point of contact for IT-related matters with venue partners and local IT service vendors, working proactively with operations teams, suppliers and venue technicians to ensure seamless exam delivery. Leading and managing the ITSD team in Vietnam, the role requires effective allocation of technical support resources, both remotely and onsite, based on operational priorities. The post holder will also coordinate closely with Global Information Services, regional teams and local IT colleagues to plan and implement technical changes in line with global standards. Occasional travel and weekend shift rotations may be required to support business and exam delivery needs.
This is an excellent opportunity to join the British Council and play a pivotal role in delivering secure, high-quality examinations supported by robust and reliable IT services across Vietnam.
Qualification And Experience/skills
- Graduate degree in any discipline
- 3 years of work experience
- This role requires occasional travel as per business needs.
