Assistant Manager, ITSM Operations and Automation
On-site · Ho Chi Minh City, Ho Chi Minh City (HCMC), Vietnam
Job Summary
Oversee the delivery and improvement of IT service management processes and tools, ensuring alignment with ITIL standards and business requirements. Lead the automation of ITSM workflows and tasks using scripting, orchestration, RPA, AI, and cloud technologies. Manage day-to-day ITSM operations (incident, problem, change, configuration, service level, and service catalog management) and supervise a team of ITSM analysts. Monitor performance with KPIs, drive continuous improvement, collaborate with IT and business stakeholders, and manage budget and career development for the ITSM operations and automation team.
Required Qualifications
- Bachelor's degree in computer science, information systems, engineering, or related field
- 5 years’ experience in ITSM operations and automations, preferably in a leadership role
- Minimum 4 years’ experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms
- ITIL V3/V4 Certification
- Certified ServiceNow – System Administrator (CSA)
- Automation tools certification (e.g., Ansible, Terraform, UiPath)
- Experience with ServiceNow platform
- Experience with cloud environments like Azure and AWS
- Strong communication, collaboration and customer service skills
- Up-to-date knowledge of ITIL processes, monitoring tools, and GenAI integration with MS OpenAI or NOW Assist in ITSM Pro
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