ITO (Information Technology Outsourcing) Head

Location: Hanoi, Vietnam Work Setup: Hybrid, subject to change depending on business requirements. About us: CEF Solutions Inc. is a Business Process Outsourcing (BPO) company specializing in providing BPO Operations, Operations Management, Process Engineering and Innovation, and Cost Optimization solutions to clients in the Customer Services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience. Company website: https://CEF.inc Job Summary: The ITO Head is responsible for leading and managing the company's IT outsourcing strategy, vendor relationships, and service delivery. This role involves overseeing outsourced IT operations, ensuring that performance meets business objectives, managing contracts, optimizing costs, and driving improvements in service delivery.Responsibilities1. Strategy Development: Develop and implement a comprehensive IT outsourcing strategy that aligns with the organization’s goals and objectives. Evaluate and recommend outsourcing opportunities for IT infrastructure, software development, customer support, and other relevant services. 2. Vendor Management: Select, negotiate, and manage relationships with outsourcing vendors. Oversee vendor performance, ensuring that Service Level Agreements (SLAs) are met. Conduct periodic vendor assessments to evaluate service quality, cost-effectiveness, and compliance with contract terms. 3. Team Leadership: Lead, mentor, and manage a team of outsourcing professionals and internal IT staff. Coordinate with cross-functional teams (e.g., procurement, legal, finance) to ensure smooth outsourcing operations. 4. Cost Management: Control outsourcing-related costs, ensuring the company receives value for money. Optimize the cost-efficiency of outsourcing contracts without compromising on service quality. 5. Risk Management: Identify potential risks related to outsourcing, including security, compliance, and business continuity risks. Implement measures to mitigate those risks and ensure that outsourced services comply with legal, regulatory, and security standards. 6. Performance Monitoring and Reporting: Establish and monitor KPIs to track the performance of outsourced services. Ensure that all performance metrics are met and proactively address any issues. Prepare regular reports for senior management on outsourcing performance, cost savings, and risks. 7. Continuous Improvement: Identify opportunities for process improvements within outsourced IT operations. Work with vendors to implement innovative solutions, technologies, and practices to enhance service quality and efficiency. Foster a culture of continuous improvement both internally and with outsourcing partners. 8. Stakeholder Communication: Serve as the primary point of contact between the company and outsourcing vendors. Ensure transparent communication between all relevant stakeholders, including senior leadership, business units, and external partners. 9. Contract Management: Oversee the creation, negotiation, and management of contracts related to IT outsourcing services. Ensure that contracts are aligned with the company’s business needs and compliance requirements. RequirementsSkills and Qualifications: Education: A Bachelor's degree in Information Technology, Business Administration, or related fields. A Master's degree or MBA is a plus. Experience: At least 7-10 years of experience in IT outsourcing or IT service management, with at least 5 years in a leadership role. Proven experience managing outsourcing vendor relationships and leading IT service delivery. Strong understanding of IT infrastructure, cloud services, software development, and enterprise systems. Skills: Excellent leadership and team management abilities. Strong negotiation, vendor management, and contract management skills. In-depth understanding of IT governance, compliance, and risk management. Strong analytical skills with the ability to track performance metrics and assess vendor performance. Exceptional communication and presentation skills. Ability to drive process improvements and cost optimization. Certifications: PMP, ITIL, or similar certifications can be advantageous. Personal Attributes: Strong strategic thinking and decision-making capabilities. Ability to balance both long-term vision and day-to-day operations. High attention to detail, with a focus on service quality and risk management. Ability to handle pressure and resolve conflicts effectively. Adaptability to changing business needs and emerging technologies. Working Conditions: A full-time role, often requiring flexibility to work with teams across different time zones. May involve occasional travel to visit outsourcing vendors, review operations, or attend industry conferences. Benefits Salary is negotiated during the interview Social insurance according to labor law Year-end bonus based on performance Flexible working hours (Work from home or/and office) Address: Hanoi