Senior Officer, ICT Technical Lead - British University Vietnam (BUV) - Trường Đại học đầu tiên tại Việt Nam đạt chứng nhận tiêu chuẩn quốc tế QS 5 sao
Senior Officer, ICT Technical Lead
Senior Officer, ICT Technical Lead
Senior Officer, ICT Technical LeadJob Description

BRITISH UNIVERSITY VIETNAM (BUV)

British University Vietnam (BUV) is the first and only international university in Vietnam to directly award British degrees from the prestigious University of London and Staffordshire University. BUV is rated a 5 Star university of excellence by the world-recognised QS accreditor and is also recognised with a university-wide accreditation from the UK’s Quality Assurance Agency (QAA).

BUV has three main brand drivers:

  • Offering accredited British and international higher education and training in Vietnam.
  • Providing 5-star university campuses, learning spaces, and services.
  • Including a compulsory personal and social growth program that prepares students for the future of life and work.

Established in 2009, BUV provides teaching for undergraduate and graduate programmes. Employability rates for students are exceptionally high with 100% of graduates from BUV either employed or continuing higher education within 3 months after graduation.

With a wide network of more than 300 enterprise partners in various fields and 12-week internship programmes, BUV helps students gain professional knowledge and practical skills to meet employers’ requirements as well as be ready to develop their careers immediately after graduation.

Students study at BUV’s award-winning campus in the Ecopark Township near Hanoi. With its state-of-the-art teaching and learning facilities and iconic design, BUV is recognised as one of the best educational environments in Southeast Asia.

JOB PURPOSE

We are seeking a highly motivated and experienced Services Delivery Lead to oversee the delivery of exceptional ICT services and technical support to our internal users. You will be responsible for leading a team of technicians, managing budgets (CAPEX/OPEX), and ensuring the efficient operation of various key functions, including helpdesk support, user training, knowledge base management, service management (ITSM), service level management (SLA/OLA), incident management, and asset management.

AREAS OF RESPONSIBILITIES

  • Lead and manage a team of ICT service desk and technical support professionals.
  • Develop and implement strategies to ensure efficient and timely resolution of user issues through the helpdesk.
  • Design and deliver engaging training programs for end-users on various ICT services and technologies.
  • Maintain a comprehensive knowledge base with clear and up-to-date information to empower users and reduce support tickets and on-site support during weekends.
  • Implement and manage IT Service Management (ITSM) frameworks and processes to optimize service delivery.
  • Establish and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with internal stakeholders and third-party vendors.
  • Oversee incident management processes, ensuring timely identification, prioritization, and resolution of IT incidents.
  • Manage and maintain an accurate inventory of all IT assets, including hardware, software, and licenses.
  • Manage the budget for ICT services and technical support, including CAPEX and OPEX.
  • Drive cost saving initiatives within ICT by maximizing the use of existing tools, systems, and software licenses.
  • Identify opportunities for optimal investment in new technologies and resources to enhance service delivery.
  • Lead the development and implementation of user-centric ICT policies that promote responsible use, security, and compliance.
  • Continuously monitor and evaluate service delivery performance. Identify areas for improvement and implement changes to enhance efficiency and user satisfaction.
  • Collaborate effectively with other ICT teams and departments to ensure smooth service delivery.

REQUIREMENTS

  • Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Minimum 5 years of experience in a technical support or service delivery leadership role.
  • Proven experience in managing and leading a team of technical support professionals.
  • In-depth knowledge of IT service management (ITSM) frameworks and methodologies (e.g., ITIL).
  • Strong understanding of service level management (SLAs/OLAs) in service delivery.
  • Excellent problem-solving, analytical skills, strong communication, and leadership skills.
  • Experience with knowledge base management tools, IT asset management tools preferred.
  • Experience with IT budgeting and cost management principles preferred.
Job Title
Senior Officer, ICT Technical Lead
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BENEFITS

  • Highly competitive salary package (plus benefits) for Vietnamese and expatriate candidates depending on qualifications/experience;
  • 13th month Tet bonus (Vietnamese candidates);
  • Annual cost of living adjustment;
  • Annual salary increases and bonuses based on performance;
  • Recognition & awards programmes;
  • 20 days annual leave, plus Xmas closure, public holidays and 5 days paid sick leave;
  • Healthcare plan (Private accident, medical, and dental insurance, including annual health checks);
  • Education support for staff, spouse and children;
  • Relocation allowance to cover visa/flights/initial days accommodation
  • Support and assistance in work permit and visa application together with relocation to and settling into living and working in Vietnam;
  • Transportation support;
  • Business travel insurance;
  • Flexible working arrangements;
  • Various staff events throughout the year (outings, year-end party, sports activities and other events);
  • Onsite fitness and sports centre;
  • Opportunity to work within a professional and multicultural environment.
Senior Officer, ICT Technical LeadApplication

Interested candidates should prepare an up-to-date CV and application letter indicating for which position you are applying. Please then select SUBMIT YOUR CV button on our JOBS AT BUV webpage or email to hr@buv.edu.vn. We will invite short-listed candidates for interviews. Recruitment will remain open until the position is filled.

EQUAL OPPORTUNITIES AND DIGNITY AT WORK POLICY

All staff are expected to understand and enact the University’s commitment to ensuring equality and diversity in all activities. This commitment is enshrined in the BUV mission statement and our core values.

Every member of staff has a responsibility to ensure colleagues are treated with dignity and respect. The University is committed to creating a work environment for all staff that is free from harassment, intimidation and any other forms of bullying at work, where everyone is treated with dignity, respect and professional courtesy.

Submit Your CV Senior Officer, ICT Technical Lead
Senior Officer, ICT Technical Lead

Contact details

  • Contact Name: Human Resources Department
  • Method of contact: Email or post
  • Address: Ecopark township, Van Giang, Hung Yen
  • Email: hr@buv.edu.vn
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