Tuyển dụng IT Service Manager tại Hồ Chí Minh

JOB SUMMARY

The IT Service Manager is responsible for leading and optimizing IT service operations across the Head Office and nationwide store/pharmacy network. The role oversees IT infrastructure, business systems, and end-user support, ensuring service availability, operational efficiency, and standardized IT operations.

The role is also responsible for leading IT deployment for New Store Openings (NSO), including planning, execution, cross-functional coordination, and operational readiness to ensure timely delivery and cost efficiency.

KEY RESPONSIBILITIES

1. IT Infrastructure, Service Operations & New Store Opening Management

Infrastructure Availability, Performance & Security

• Ensure the 24/7 availability, performance, and security of network infrastructure, including LAN/WAN, Internet, and Wi-Fi, across the Head Office and the entire store/pharmacy network.

• Proactively identify and resolve incidents to minimize business disruption and downtime.

New Store Opening (NSO) Management

• Design and standardize IT infrastructure deployment checklists for new stores/pharmacies, covering network, Wi-Fi, POS, CCTV, receipt printers, barcode scanners, time attendance systems, and communication systems.

• Plan and manage project timelines, budgets, and cross-functional coordination with Design, Construction, and Retail Operations teams to ensure IT site surveys, cabling, installation, testing, and handover are completed on time prior to Soft Opening/Grand Opening.

• Develop standardized IT infrastructure specifications applicable to different store formats and sizes.

IT Equipment & Vendor Management

• Oversee the operation and maintenance of IT equipment across stores/pharmacies and the Head Office.

• Negotiate and manage contracts and SLAs with ISPs (FTTH/Leased Line) and hardware vendors.

• Conduct regular vendor performance reviews and identify opportunities to optimize operating and initial investment costs (OPEX/CAPEX).

2. IT Service Management (ITSM) & IT Asset Management (ITAM)

• Lead the L1/L2 Helpdesk team to deliver timely and effective technical support to office employees and pharmacists across the store network.

• Implement and continuously improve ITIL-based processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, and Asset Management, aligned with the company’s rapid expansion.

• Establish and maintain clear SLA/OLA standards.

• Manage the full lifecycle of IT assets and maintain sufficient spare equipment inventory to support incident replacement and rapid deployment for new stores.

3. IT Security, Compliance & Audit

• Implement infrastructure security policies and access controls across stores to protect POS data, sales data, and customer information.

• Prepare the required documentation and infrastructure to support internal and external audits and comply with applicable pharmacy management requirements related to IT systems and infrastructure.

4. Team & Budget Management

Team Development

• Recruit, train, manage performance, and develop a capable IT Operations/NSO team with a strong internal customer service mindset.

Budget Management

• Develop and manage IT OPEX budgets and CAPEX investment plans for new store infrastructure.

• Optimize procurement and equipment costs across the store network.

5. Business Partnership & Continuous Improvement

• Partner closely with Retail Operations, Expansion/Development, Supply Chain, and ERP/App teams to ensure IT services effectively support business expansion and operational requirements.

• Proactively identify and recommend technology solutions to automate and improve store/pharmacy operations.

EducationYêu cầu công việc

Education

• Bachelor’s degree or above in Information Technology, Computer Science, Electronics & Telecommunications, or a related field.

Experience

• 5–7 years of experience in IT Operations / IT Service Management within medium- to large-scale organizations.

• At least 3 years of experience in a managerial role, with direct people management responsibility.

• Strong preference / highly preferred: Hands-on experience managing IT infrastructure across large-scale retail, pharmacy, or F&B chains with 50+ locations.

• Proven experience managing New Store Opening (NSO) rollouts across multiple locations.

• Strong knowledge of ITIL processes and POS/ERP systems.

Skills

• Strong NSO project management, timeline coordination, and risk management skills.

• Strong leadership and communication skills, with fluent Vietnamese and English.

• Strong negotiation and vendor management skills, particularly with IT equipment, ISP, and CCTV vendors.

• Strong service mindset, ability to work effectively under pressure, and willingness to travel and provide out-of-hours support during new store openings.

Certifications – Preferred

• ITIL Foundation / Intermediate

• CCNA / CCNP

• MCSA / MCSE

Quyền lợi

• Thưởng: Bảo hiểm sức khỏe
• Chăm sóc sức khoẻ: Khám sức khỏe hằng năm
• Nghỉ phép có lương: 15 ngày phép năm