台灣徵才-IT Operations Assistant Manager

職務說明
我們正在尋找具備 IT 營運管理、資訊服務品質管理及跨團隊協調能力的資訊服務副理，負責企業內部資訊系統營運支援、IT 服務治理、外部廠商績效管理，以及跨系統技術問題的協調與改善。
此職位將支援 KFC、Pizza Hut 及企業總部的資訊服務，並與內部技術團隊、外部服務廠商及相關業務單位合作，提升資訊服務品質、系統穩定性與營運效率。
主要工作職責
1. IT 服務管理與品質治理
監督 IT 服務台（Help Desk）服務品質，包括 SLA、案件積壓、處理時效、案件紀錄及結案品質。
定期分析服務績效、異常趨勢及重複發生的問題，提出改善方案並追蹤執行成果。
推動事件管理（Incident Management）、問題管理（Problem Management）及服務持續改善。
建立服務績效報表、待辦事項追蹤及營運風險通報機制。
2. 企業資訊系統營運管理
管理企業總部日常 IT 營運及資訊服務支援作業。
協調 ERP、POS、企業應用系統及相關資訊服務的問題處理。
整合應用系統、基礎架構及外部廠商等技術資源，協助處理跨系統問題。
追蹤重大及重複發生的系統異常，確保問題分析、改善行動與後續驗證落實。
3. 外部廠商與服務績效管理
監督外部 IT 服務廠商的服務品質、SLA 及執行績效。
定期檢視未結案件、逾期事項、服務異常及廠商改善進度。
協調重大問題升級與服務改善，確保責任歸屬、預計完成時間及後續追蹤明確。
4. 團隊管理與跨部門協調
帶領資訊技術人員，安排工作優先順序並追蹤執行成果。
協調技術團隊、外部廠商及業務單位，推動問題解決與服務改善。
建立有效的工作規劃、進度管理、風險通報及溝通機制。
培養團隊的問題分析能力、服務意識與工作責任感。
5. 作業流程與營運改善
優化 IT 作業流程、標準作業程序（SOP）及知識管理文件。
運用服務數據及營運指標，提出具體改善建議。
協助相關 IT 預算、採購、費用及廠商管理作業。
定期提供資訊服務績效、營運風險及改善進度報告。
Position Purpose
The Assistant Manager – RSC Operations & Service Governance is responsible for RSC IT operations, UHD service governance, vendor performance management, and cross-functional technical coordination.
The role supports reliable IT services for KFC Taiwan, Pizza Hut Taiwan, and the Restaurant Support Center by strengthening service management discipline, operational accountability, and continuous improvement.
The position works closely with the Store Technology & UHD Operations Assistant Manager, who retains accountability for UHD service delivery and existing store hardware and software operations.
Key Responsibilities
1. IT Service Governance & Quality Management
Oversee UHD service quality, including SLA compliance, ticket backlog, aging, response and resolution performance, ticket accuracy, and closure controls.
Conduct regular service performance reviews and identify recurring incidents, operational risks, and improvement opportunities.
Drive incident management, problem management, corrective actions, and continuous service improvement.
Establish meaningful service performance reporting, action tracking, and risk escalation mechanisms.
2. RSC IT Operations & Enterprise Application Support
Oversee daily RSC IT operations and coordinate enterprise application support.
Coordinate operational issues involving ERP, POS, and related business applications.
Work with application, infrastructure, and vendor teams to investigate and resolve cross-system incidents.
Ensure effective follow-through on major incidents, recurring problems, and corrective actions.
3. Vendor Management & Service Performance
Monitor outsourced IT service providers against agreed service standards, SLA, and performance expectations.
Review vendor performance, overdue issues, outstanding commitments, and improvement actions.
Coordinate service reviews and escalations, ensuring clear ownership, target dates, and completion evidence.
4. Team Leadership & Cross-functional Coordination
Lead assigned technical staff, establish work priorities, and monitor execution.
Coordinate with technical teams, vendors, and business stakeholders to resolve operational issues.
Promote proactive communication, accountability, and effective follow-through.
Coach team members and strengthen technical coordination and service management capabilities.
5. Process Improvement & Operational Governance
Improve IT operational procedures, SOPs, knowledge documentation, and service management controls.
Analyze operational data and service trends to identify practical improvement opportunities.
Support assigned IT budget reviews, procurement, payment processing, and vendor-related operational activities.
Provide regular management reporting on service performance, operational risks, and improvement progress.

Skills
Process Improvement, Procurement, Vendor Management, ERP, Documentation

Experience
5+ yrs