Service Manager

**Softline International**
***
**is**
**hiring**

If you want to be part of global organization (GPTW of you’ve it in your country) where your ideas are heard and innovation and collaborative spaces are fundamental pillar, we are here for you.

Our priority is to make sure that the people who work with us have the space to create ideas, the confidence to share them, and the resources and support to take them through to reality.

About 30 years we help companies make the right changes to ensure their success in digital transformation by providing end-to-end technology solutions including infrastructure, cloud, virtualization, collaboration, security, mobility and data center. We have quite broad geographical presence - more than 55 countries across 95 cities. Besides recently we have had IPO experience so you could easily find our results - for instance, our revenue is 2.5 billion now.

Now we’re looking for **Service Manager** to bring your talent to Softline Vietnam. You’ll be a part of our Services Delivery department.

**About this role**:
As a Service Manager, you will be responsible for managing the operations of our cloud-based products in Azure and /or Multi-cloud. Working closely with Client Infrastructure Services, Production Engineering, and R&D teams, the Service Manager will be responsible to develop and maintain operational best practices to deploy and implement hosted PACs systems and all Intelerad Cloud offering to our clients. You will ensure effective deployment, monitoring, reporting, security, and life-cycle management solutions services through our hosted environments and proper training on the staff involved in the Cloud Operations. This position is expected to grow over time to incorporate additional responsibilities and opportunities as our cloud infrastructure expands.

**What you’ll do**:

- Overall responsibility for the day-to-day operations of managing Cloud Services including software deployment and upgrades, system setup, system administration, monitoring, incident resolution, problem management, configuration, and change management, service desk, security management, and monitoring, capacity planning, availability management, disaster recovery and routine update of services.
- Ensures timely liaison with vendors regarding problems, fixes, and required enhancements
- Creates and maintains strategies related to Cloud Infrastructure and Cloud Services throughout the enterprise ensuring all performance and cost curves are closely managed
- Drives the adoption, and articulates the risks/opportunities from leveraging Cloud Infrastructure
- Oversees and directs the timely evaluation, qualification, and implementation of new software products, tools, and related appliances as it pertains to the Cloud environment

**Profile requirements**:

- 10+ years or more of IT Service Management, data center, server, and storage management, virtualization, Citrix, networking, systems management, and/or project management are recommended.
- 5+ years experience working as an Operations Manager with demonstrated success in operating mission-critical enterprise software services. Experience launching new services and teams is a plus.
- Experience managing shared services team supporting Azure and /or Multi-Cloud platform
- Professional with experience leading large complex enterprise-wide infrastructure projects/programs with multiple interfaces and/or 3rd parties
- Responsible for operating, administering, and managing the day-to-day operations and drive partnerships with the cross-functional teams
- Troubleshoot and take ownership of sophisticated problems and resolve high-impacting operational issues
- Participate in CAB meetings and take ownership of weekly changes and deployment schedules/assignments/Sign offs to ensure flawless execution.
- Automation-first approach to operations, experience with scripting and using
- configuration management and deployment tools
- Provide management updates, status reporting, and dashboards from a cloud health perspective to demonstrate progress and process maturity
- Oversees implementation of new or improved operational processes and procedures to instill consistent practices globally across regional teams.
- Provides strategic guidance and advice in situations with no precedent and drives service enhancement efforts
- Mentor and help new engineers to achieve more than they thought possible
- Strong communication skills (verbal and written) must be able to communicate at business and technical levels with internal teams and executives
- An absolute commitment to customer services
- Availability for occasional off-hour work related to 24x7 uptime and availability of the
- product suite; willingness to support the team who has on-call coverage expectations
- Conduct post-mortem RCA reviews and implement changes as a result of findings
- Ensure appropriate alignment of organizational capacity to demand necessary to support current service offerings
-