IT/IS Account Manager

Account Manager

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 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.

The Benefits And Perks

We appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here's how we support our people with a range of exclusive benefits.

1. Generous compensation and benefit package

• Attractive salary
• 20-day paid annual leave and 7-day paid sick leave
• 13th month salary and Annual Performance Bonus
• Premium healthcare for yourself and family members
• Monthly allowance for team activities
• Premium welcome kit and occasional gifts of appreciation
• Extra benefits on your work anniversary

2. Exciting career and development opportunities

• Large scale products with modern technologies in banking domain
• Clear roadmap for career advancement in both technical and leadership pathways
• Access to digital learning platform such as Udemy
• Consistent and high-quality leadership training through the Distinctive Leadership program (DLP)
• Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers)
• Sponsored English course with native teachers
• Opportunity for training in Australia

3. Professional and engaging working environment

• Hybrid working model and excellent work-life balance
• State-of-the-art & modern Agile office
• Food and beverages in the office pantry
• Employee Assistance Program to improve your physical and mental health
• Annual team activities and company events
• A solid and talented team behind you – great people who love what they do

A Diverse And Inclusive Workplace Works Better For Everyone

We know that our people make us who we are. That's why we have built a culture of respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

Cloud-First

NAB is undergoing an exciting "Cloud First" technology transformation by taking advantage of the latest tools and techniques used by leading technology and digital companies globally. But it's not just about the Tech, we are also investing heavily in our people, so if you have an appetite to learn, grow and elevate others around you, this is the place for you!

If this excites you, let's have a chat over a cup of coffee!

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.