PR/096114 | [Hanoi] Deputy Manager – Operations & Customer Service

Company Overview

A leading digital infrastructure organization is seeking a Deputy Manager of Operations & Customer  Service Department to oversee operational excellence, service delivery, and customer support within a 24/7 mission-critical environment. This position plays a key role in ensuring service reliability, optimizing operational processes, and leading high-performing operations and customer service teams.

Job Responsibilities

• Lead and supervise daily operations across Operations and Customer Service functions.

• Ensure smooth execution of 24/7 operational activities, including system monitoring, incident handling, and service request management.

• Coordinate issue escalation and resolution with relevant technical teams to minimize service disruptions.

• Oversee the maintenance and operation of critical supporting infrastructure and internal systems.

• Manage customer support activities and ensure timely handling of escalated service issues.

• Collaborate with internal stakeholders to improve service quality and customer satisfaction.

• Coordinate service implementation activities to ensure timely and successful project delivery.

• Monitor team performance, allocate resources effectively, and provide coaching and development opportunities.

• Develop, maintain, and continuously improve operational procedures, workflows, and documentation.

• Prepare operational reports and support management in driving continuous improvement initiatives.

Job Requirements

• Bachelor's degree in Information Technology, Telecommunications, Business Administration, or a related discipline.

• Minimum 5 years of experience in IT Operations, Service Operations, Data Center Operations, Customer Service, or a related environment. At least 2 years of experience in a supervisory, team lead, or management role.

• Experience working in 24/7 operational environments with responsibility for incident management and service coordination.

• Solid understanding of IT operations, service management processes, and operational support functions.

• Strong leadership skills with the ability to manage, motivate, and develop teams.

• Excellent problem-solving, communication, stakeholder management, and customer service skills.

• Strong organizational and coordination capabilities with the ability to manage multiple priorities.

• Experience working in data center or critical infrastructure environments.

• Familiarity with monitoring systems, service management processes, and operational support tools.

• Exposure to large-scale service delivery and infrastructure deployment projects.

Benefits

• Competitive compensation package with attractive career progression opportunities.

• Leadership role with direct impact on operational performance and customer experience.

• Opportunity to manage and develop a sizable operations team.

• Exposure to large-scale technology infrastructure and service environments.

• Dynamic and collaborative workplace with opportunities for professional development.

• Comprehensive employee benefits and insurance programs in accordance with company policies.

Due to the volume of applications, only shortlisted candidates will be contacted. Thank you for your interest.
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