{"id":1318440,"url":"https://alion.io/job/cmcglobal-it-service-manager-operations","title":"IT Service Manager (Operations)","company":{"id":3827704,"name":"CMC Global","domain":"cmcglobal.com.vn","url":"https://alion.io/company/cmcglobal","size_band":"201-500","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Career 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DESCRIPTION\nParticipate in the implementation and operation of application systems supporting banking operations (Application Operations, Infrastructure Operations, Managed Services).\nDesign and implement system operation models based on ITIL standards (Incident, Problem, Change, Request Management).\nAssess current systems and processes, and propose improvements to the operating model across People, Process, and Technology.\nDevelop operational documentation, including SOPs, Runbooks, SLAs, RACI matrices, and application onboarding procedures.\nEstablish and manage ITSM tools (ManageEngine, Jira Service Management, ServiceNow, etc.) to control tickets, SLA compliance, and escalation processes.\nManage and monitor system operations to ensure uptime, performance, and SLA achievement.\nCoordinate with Development and DevOps teams in incident handling, releases, changes, and production operations.\nDesign operational dashboards and reports, including SLA compliance, MTTR, incident trends, and system availability.\nParticipate in stakeholder management and act as the technical focal point for customers and relevant parties.\nResearch and apply best practices and new technologies to improve operational efficiency.\nWork in Agile/Scrum environments and collaborate within multi-vendor ecosystems.\nREQUIREMENTS\nBachelor’s degree in Information Technology or a related field.\nMinimum 4 years of experience in IT Operations, Managed Services, or IT Service Management (ITSM).\nStrong understanding of system operations processes following ITIL standards (Incident, Problem, Change Management, etc.).\nHands-on experience with ITSM tools (ManageEngine, Jira Service Management, ServiceNow, etc.).\nExperience working with application systems, production environments, and collaborating with Development and DevOps teams.\nAbility to create operational documentation (SOPs, SLAs, Runbooks, etc.).\nUnderstanding of monitoring, alerting, and operational performance metrics.\nStrong analytical, problem-solving, and risk management skills.\nExcellent communication skills with the ability to work effectively with both technical and business stakeholders.\nAbility to work independently as well as collaboratively within a team.\nPreferred Qualifications\nITIL v4 certification or practical experience implementing ITIL frameworks.\nExperience in the banking and/or fintech domain.\nUnderstanding of CI/CD, DevOps practices, and system architecture.\nExperience designing SLAs and managing large-scale operations.\nExperience working onsite with clients or in multi-vendor environments.\nProfessional Skills\nOperations & Systems Knowledge\nStrong understanding of L1/L2/L3 support models and production system operations.\nExperience managing Incidents, Problems, and Changes in accordance with ITIL best practices.\nKnowledge of monitoring and alerting platforms (Grafana, Datadog, etc.).\nUnderstanding of Disaster Recovery (DR) and Business Continuity Planning (BCP), including RTO, RPO, backup, and recovery processes.\nKnowledge of system security concepts, including access control, secrets management, and certificate management.\nTechnical Foundations\nUnderstanding of CI/CD pipelines and deployment processes.\nUnderstanding of system architecture concepts, including microservices and APIs.\nBasic knowledge of networking principles, including HTTP, TCP/IP, SSL/TLS, etc.\nManagement & Process\nExperience in developing and managing SLAs, KPIs, and operational dashboards.\nAbility to design operational processes and governance models.\nStrong capability in analyzing operational data and driving continuous improvement initiatives.\nBENEFITS\nCompensation Package: Gross Salary + Allowances + Project Bonus.\nHoliday Bonus: VND 16 million per employee per year.\nAnnual bonus equivalent to 13 to 14 months of salary.\nSalary review twice per year.\n12 annual leave days plus 1 birthday leave day.\nSick leave and maternity benefits in accordance with company policies. Attractive maternity policies are available for female employees.\nSocial Insurance, Health Insurance, and Unemployment Insurance in compliance with Vietnamese labor regulations.\nAnnual health check-ups and Fullerton Premium Health Insurance for employees. Financial support is available for purchasing health insurance packages for family members.\nAccess to e-learning courses and professional certification bonuses. Employees can also participate in internal CMC Global training programs as well as group-level learning initiatives.\nInternal engagement activities including quarterly team-building events, annual company trips, Family Day, Children’s Day, Mid-Autumn Festival celebrations, and more.\nSports clubs including Football, Badminton, and Pickleball; professional communities such as the PM Club.\nYoung, dynamic, and collaborative working environment.\nOpportunities to explore and work with the latest technology trends.\nHOW TO APPLY\nPlease send your application via email: \n*By submitting your application to , you acknowledge that you have read, understood, and agreed to CMC Global’s REGULATIONS ON THE PROTECTION OF CANDIDATES’ PERSONAL INFORMATION.\nThe post IT Service Manager (Operations) appeared first on CMC Global.","description_format":"text","description_chars":5232,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-26T20:13:45Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.436,"p_room":0.36,"age_days":56,"expected_fill_days":30,"reasons":["conf:3","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/cmcglobal-it-service-manager-operations","json_url":"https://alion.io/job/cmcglobal-it-service-manager-operations.json","meta":{"generated_at":"2026-11-04T04:20:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6720,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3827704},"rest":"https://alion.io/mcp/rest/get_company?id=3827704"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcmcglobal-it-service-manager-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcmcglobal-it-service-manager-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcmcglobal-it-service-manager-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cmcglobal-it-service-manager-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcmcglobal-it-service-manager-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1318440}},{"tool":"search_jobs","arguments":{"company":"cmcglobal.com.vn","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1318440},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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