Job Description

RESPONSIBILITIES

Own the end-to-end delivery of managed service engagements, covering operations, maintenance, enhancement, and incident resolution for multiple client applications.
Ensure consistent adherence to SLA/OLA commitments across all services.
Monitor and proactively improve service performance, availability, and quality.
Coordinate service transition activities for newly onboarded applications.
Drive continuous improvement initiatives for service efficiency and cost optimization.
Lead and manage a 20-member team across US, LATAM, and Vietnam, ensuring high performance and engagement.
Assign work, monitor progress, and evaluate performance according to KPIs and competency frameworks.
Mentor, coach, and develop team members to build technical and soft skills aligned with managed service best practices.
Manage resource allocation to ensure coverage for 24/7 support (if required).
Act as primary point of contact for the client regarding service operations.
Facilitate regular service review meetings with client stakeholders.
Manage client expectations, escalate major incidents, and negotiate service adjustments where necessary.
Build trusted relationships with client representatives and internal leadership.
Implement and enforce ITIL-based processes for Incident, Problem, and Change Management.
Ensure compliance with security, audit, and regulatory requirements in all service activities.
Oversee incident lifecycle, ensuring timely resolution and root cause analysis.

REQUIREMENTS

Strong understanding of Application Managed Services and ITIL service management processes.
Experience managing multi-application environments in enterprise settings.
Solid knowledge of Incident, Problem, and Change Management best practices.
Familiarity with application hosting technologies, cloud platforms (AWS/Azure), and DevOps/CI-CD concepts is a plus.
Proven ability to lead multi-location teams in different time zones.
Excellent people management skills: mentoring, performance reviews, conflict resolution.
Strong client relationship management and stakeholder communication skills.
Able to work under pressure and adapt to changing priorities.

OTHER REQUIREMENTS

Bachelor's degree in IT, Computer Science, or a related field. Master's is a plus.
8+ years of experience in IT service delivery, with at least 3 years in a leadership role for managed services.
Experience managing global delivery teams and large-scale client engagements.
Preferred Certifications: ITIL Foundation/Intermediate, PMP, or equivalent.

WHAT COMPANY OFFERS

FPT Care insurance plan tailored for FPT employees
Attractive annual summer vacation allowance
Sponsored training courses for personal growth and up to 100% coverage for certification costs
Global and inclusive workplace with monthly cross-cultural events
International exposure and career growth across global locations
Work-life balance benefits with a flexible leave policy and annual health check-ups to support employee well-being