Senior Service Controller (Infrastructure Management) job opportunity at Accenture Plc.

Bachelor's (B.Sc.)

Vietnam, Vietnam

Vietnam....Vietnam

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Job Description Service Management Leadership: Lead and manage the ITIL service management processes, including Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management, and Service Level Management. ITSM/tooling Functional Support: Be a liaison with the tooling support team/developers as it relates to configurations in ITIL processes. Process Improvement: Continuously evaluate and improve ITIL processes to enhance service delivery, efficiency, and customer satisfaction. Stakeholder Engagement: Collaborate with business stakeholders, IT teams, and external vendors to ensure alignment of IT services with business objectives. Maintain and develop customer relationship. Monitoring: Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify areas for improvement. Prepare and present governance meeting (Operational, Steering committees) Incident and Problem Management: Lead the resolution of major incidents and problems, ensuring root cause analysis and preventive measures are implemented. Change Management: Manage the change management process and CAB to ensure changes are implemented smoothly and with minimal disruption to services. Documentation and CMDB: Maintain comprehensive documentation of ITIL processes, procedures, and ITSM configurations. Ambassador for Accenture: Share Accenture success experience & legacy, Relay the local & regional messages & strategy, Ease the inter-site communication/cross cultural aspects