Service Process Specialist | Good English

I. Key ResponsibilitiesDrive and coordinate IT governance, quality assurance, and compliance activities across IT operations and enterprise services. Support compliance initiatives related to ISO 20000 (IT Service Management System) and ISO 22301 (Business Continuity Management System). Coordinate internal and external audits, including audit planning, evidence collection, findings tracking, NCR/CAPA, and follow-up actions. Review and improve ITSM processes such as Incident, Change, Problem, Request, BCM, DR to strengthen governance and operational effectiveness. Monitor KPI/SLA compliance, operational risks, audit findings, and improvement actions. Establish and maintain governance processes, quality standards, documentation, and reporting. Collaborate with PM/PMO, IT teams, management, and auditors to ensure compliance and operational alignment. Support risk assessment, issue tracking, action planning, and continuous process improvement. Provide guidance and knowledge sharing on governance, audit readiness, quality processes, and compliance practices.II. Requirements5+ years of experience in QA, PMO, Project Management, IT Governance, IT Service Management, or related roles. Strong experience in: Project/PMO Coordination, Process Governance, Audit Management, Risk Management, KPI/SLA Monitoring, Process Improvement. Good understanding of ITSM processes: Incident Management, Change Management, Problem Management, Service Request, Business Continuity, Disaster Recovery. Experience coordinating multiple stakeholders and following up on risks, issues, audit findings, and corrective actions. Strong documentation, reporting, analytical thinking, and problem-solving skills. Good stakeholder management and ability to work effectively with management, technical teams, and auditors. Good English communication skills, both written and verbal.Nice to HaveKnowledge or experience with: ISO 20000, ISO 22301, CMMI, COBIT. Certifications: ITIL Foundation, ISO 20000 Lead Auditor/Implementer, ISO 22301 Lead Auditor/Implementer, PMP, COBIT. Experience working in IT Service Delivery Management or enterprise IT operations. Experience supporting certification audits or compliance programs.III. Benefits“FPT care” health insurance is provided by Petrolimex (PJICO) and is exclusive for FPT employees.Annual Summer Vacation: follows company’s policy and starts from May every yearSalary review 1 time per yearInternational, dynamic, and friendly working environmentAnnual leave and working conditions follow Vietnam labor laws.Other benefits: sponsor for studying and taking international certification exams, sponsor loan interest policy for Fsofter.Shuttle bus for employeesAllowance: allowance onsite (if any)