The Operations & Customer Service Deputy Manager role oversees operational excellence, service delivery, and customer support within a 24/7 mission-critical environment. The position plays a key part in maintaining service reliability, improving operational processes, and leading operations and customer service teams. This is an onsite position based in Hanoi.
Responsibilities
Lead and supervise daily activities across the Operations and Customer Service functions
Ensure the 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 minimise service disruptions
Oversee the maintenance and operation of critical supporting infrastructure and internal systems
Manage customer support activities and ensure the timely handling of escalated service issues
Collaborate with internal stakeholders to improve service quality and customer satisfaction
Coordinate service implementation activities to support 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
Requirements
Bachelor’s degree in Information Technology, Telecommunications, Business Administration, or a related discipline
At least 5 years of experience in IT operations, service operations, data centre operations, customer service, or a related environment
At least 2 years of experience in a supervisory, team leader, or management role
Experience working in a 24/7 operational environment 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 organisational and coordination capabilities, with the ability to manage multiple priorities
Experience working in data centre 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 a direct impact on operational performance and customer experience
Opportunity to manage and develop a sizeable 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 programmes in accordance with company policies
About the company
A digital infrastructure company providing data centre and related information technology services in Vietnam. The company operates mission-critical facilities and provides colocation, connectivity, hosting, and other infrastructure services to support customers’ business operations.
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