IT Service Manager, Agency

3 days ago


Ho Chi Minh City, Vietnam Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**Role and Responsibilities**:

- Manage best practices, policies, processes, and procedures to enhance the control and maturity of IT Service Delivery
- Manage different teams to support incidents while meeting SLA, play the triage lead role for major incidents and monitor the performance/productivities of the whole service.
- Incident Management - Manage the timely logging/resolution/escalation/communication of IT incidents impacting our Distribution channels.
- Lead the Problem Management process by ensuring that the root cause analysis is conducted delivering actions to conclusion through a prioritization and time driven approach.
- Lead Service Reviews with business stakeholder and key suppliers
- Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.
- Researches and analyzes improvement opportunities, conducts analysis, prepares recommendations and facilitates efficiency enhancements
- Coordinates recommended process changes, enhancements and implementations, including test plans to ensure successful implementation
- Identifies and recommends staff training needs in response to process changes or new product/system implementations
- Provides periodic reporting of Incidents and Problems to drive data based service improvement initiatives

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer



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