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ABOUT THE JOB

The Account Manager is accountable for the strategic governance, performance, and continual evolution of enterprise IT service delivery. This role provides senior leadership over Service Desk operations, AV/VC services, critical incident management, and vendor performance, ensuring seamless technology experiences for all business units.

The Account Manager acts as the primary strategic advisor to senior leadership, translating business needs into service outcomes, driving operational excellence, and influencing long-term improvements aligned with the Technology & Digital strategy.

MAIN RESPONSIBILITIES

1. Strategic Leadership & Service Delivery Governance

• Own the end‑to‑end governance framework for enterprise IT support and service delivery.
• Set long-term direction, roadmap, and service strategy for Service Desk operations.
• Oversee service performance across regions, ensuring consistent KPI, SLA, and customer experience outcomes.
• Drive cross-functional alignment with Technology & Digital leadership on transformation priorities.
• Build a culture of service excellence, innovation, and continuous improvement.

2. Enterprise-Level Incident, Problem & Crisis Management

• Act as the escalation owner for high-severity incidents affecting business continuity.
• Govern the enterprise incident management lifecycle, ensuring timely resolution and stakeholder visibility.
• Review and approve root cause analysis (RCA), prevention strategies, and problem management action plans.
• Lead cross-divisional crisis coordination and communications with senior leadership and business heads.
• Sponsor enterprise-wide service resilience and stability improvement initiatives.

3. AV / VC Strategy & Experience Management

• Set strategic direction for AV/VC services, modernisation, and user experience design.
• Govern service quality across enterprise meeting rooms, hybrid collaboration platforms.
• Ensure AV/VC capability readiness for events, executive visits, town halls, and strategic engagements.
• Oversee vendor partnerships, technology upgrades, and continuous enhancement to collaboration ecosystems.

4. Risk, Compliance & Governance Leadership

• Ensure all service operations adhere to enterprise security, risk, and compliance standards.
• Provide senior-level oversight for audit actions, control effectiveness, and process maturity.
• Lead proactive risk mitigation efforts across support operations and vendor activities.
• Manage executive stakeholder communications during major changes, incident impacts, and risk events.

5. Strategic Vendor & Commercial Management

• Own commercial relationships and strategic performance governance for all IT service vendors.
• Lead contract negotiations, renewals, cost optimisation initiatives, and service transformation agendas.
• Evaluate vendor capability, scalability, and alignment with technology strategy.
• Drive executive-level vendor accountability and partnership maturity.

6. Service Excellence, Innovation & Transformation

• Sponsor enterprise-wide initiatives to improve service desk efficiency, automation, and user satisfaction.
• Leverage analytics, insights, and customer feedback to drive strategic service improvements.
• Champion emerging technologies (AI, automation, monitoring tools, self-service) for improved experience.
• Lead capability uplift across teams, ensuring adoption of best-practice frameworks and knowledge management.
• Fulfil other tasks as assigned by your People Leader and/or authorized representative of NAB Vietnam from time to time.

YOUR SKILLS & EXPERIENCE

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
• 8–12+ years of experience in IT service management, IT account management, or enterprise service delivery leadership.
• Demonstrated experience managing large-scale service operations and high-severity incidents.
• Proven ability to influence senior stakeholders and drive strategic technical decisions.
• Strong commercial, vendor governance, and contract negotiation skills.

It's more than just a career at NAB!

We believe in people with people and dreams, and we want you to achieve your aspirations. More than just a career, NAB Vietnam offers you a flexibility to balance your work - life, the opportunity to grow as professionals, people and a complete set of well-being offerings. If you have an appetite to learn, grow and elevate others around you, this is the place for you.

IT'S MORE THAN MONEY

We naturally also provide a very competitive remuneration package but a career with us is about a lot more than money. We believe in people with ideas and dreams, and we want you to achieve your aspirations. We will work together to deliver exceptional products and outcomes that push the limits of our own aspirations. Our passion for creating value and exceeding our customers' expectations means we are constantly striving to redefine our standards of excellence. You will have our backing to develop and our encouragement to explore, realize and reach your full potential.