Digital Service Management

OUR BUSINESS

Thai Oil operates an integrated and highly efficient business in refining and petrochemicals, recognized as one of the leading companies in the Asia-Pacific region. We are committed to social and environmental responsibility under strong corporate governance. From crude oil to refined products, we maximize value to drive the economy and ensure the country's energy security, supporting Thai Oil's vision to:

Enhance quality of life through sustainable energy and chemical solutions.

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OUR OPPORTUNITIES:

Digital Service Management

Ensure TOP Group's End User Computing environment stays available and reliable. Oversee the outsourced Call Center (L1) and Onsite Support (L1.5) teams to meet the SLA. Run Incident, Request, Problem, Change and Knowledge management in line with ITIL, and lead root cause analysis to prevent issues from recurring. Track KPIs such as First Call Resolution and Customer Satisfaction and use them to improve service. Make sure vendors deliver what their contracts require, and handle executive and VIP issues in person. Act as the main point of contact between end users, the Digitalization team and vendors. Support audits, information security compliance, and OPEX/CAPEX budgeting, including leasing and PR/PO documents.

ROLE & RESPONSIBILITY

1. End User Support Operations

• Oversee the daily operations of Call Center (L1) and Onsite Support (L1.5) teams to ensure prompt and effective handling of all incidents and service requests.
• Lead and enhance Incident Level 1 (L1) and Level 1.5 (L1.5) incident management, maintaining the minimum required capability for Level 2 (L2), and ensuring comprehensive solutions are delivered to end users at both levels.
• Supervise first level technical support staff, ensuring that all incidents are properly documented, tracked and resolved within the agreed Service Level Agreement.
• Establish escalation routes to higher support levels or external providers for incidents beyond the team's capability and monitor such cases through to closure.
• Deliver a seamless end-to-end user support experience across digital, telephone and face-to-face channels.
• Define and maintain the VIP Support Model and attend executive and VIP issues in person where direct engagement is required.
• Maintain the readiness of pool equipment and the associated stock control processes to ensure sufficient availability for end user support.

2. Service Level and Performance Management

• Monitor, measure, report and review service performance against the agreed SLA, and ensure that support capacity meets stakeholder needs.
• Track First Call Resolution, call performance and Customer Satisfaction, and initiate improvement plans where performance falls below target.
• Analyze resolution trends and problematic support areas, verify adherence to defined procedures, and ensure all tickets are monitored, updated and closed on a monthly basis.

3. Technical Advisory and Team Capability

• Act as technical advisor to the L1 and L1.5 teams on diagnosis and resolution approaches across the end user computing landscape and provide technical recommendations to users and management.
• Transfer knowledge through on-the-job training and knowledge sharing and ensure that work instructions and knowledge articles remain current and usable, thereby improving first level resolution.

4. ITIL Process Governance

• Ensure accurate categorization, prioritization, assignment, escalation and closure of incidents and requests within the agreed SLA.
• Drive root cause analysis for recurring user-impacting issues and ensure known errors and workarounds are documented and available to the support teams.
• Assess the user impact of changes affecting the end user environment and ensure support readiness prior to implementation.
• Define and implement user support strategies, standard service access processes and the service catalog for desktop computers, mobile devices and associated software.

5. Vendor and Strategic Partner Governance

• Supervise and govern strategic partners to ensure compliance with contractual obligations and organizational standards, managing the multiple dimensions of complexity in IT service and vendor management.
• Validate provider performance against contract, participate in service review meetings, and expedite outstanding issues to closure.
• Ensure that the headcount, skill profile and work schedule of the L1 and L1.5 teams remain adequate for the prevailing workload and service coverage requirements.

6. Stakeholder Communication and Negotiation

• Serve as the principal point of contact between end users, internal Digitalization functions and the service provider, articulating technical matters clearly and managing stakeholder expectations and satisfaction.
• Negotiate service scope, priorities and timelines with users within organizational standards and policies, while maintaining constructive relationships.
• Ensure end user communication and announcements covering outages, planned maintenance, service changes and usage policies are properly defined, approved and disseminated.

7. Compliance, Budget and Other Assignments

• Support audit activities, track the closure of audit findings, and ensure compliance with information security policies relating to end users.
• Support the preparation of OPEX and CAPEX budgets for end user support, including leasing and PR/PO documentation.
• Undertake other duties as assigned by the line manager and act on behalf of the Manager – Digital Service Management as delegated.

REQUIRMENT

• 5–8 years of experience in IT Service Management or End User Support, including at least 2–3 years leading a Service Desk or Desktop Support team
• Experience managing vendors or outsourced services under SLAs and contracts
• Good knowledge of ITIL processes (Incident, Request, Problem, Change and Knowledge)
• Knowledge of End User Computing, such as Windows, M365, mobile devices, MDM/Intune and endpoint security
• Experience with ITSM tools (ServiceNow, Jira Service Management or equivalent)
• Able to analyze and report on KPIs (SLA, FCR, CSAT), including building dashboards
• Understanding of information security policies and audit processes
• Basic knowledge of budgeting and procurement (OPEX/CAPEX, PR/PO, leasing)
• Experience in a large organization or the energy/petrochemical industry is an advantage

EDUCATION

• Bachelor's degree or higher in Computer Engineering, Computer Science, IT, MIS or a related field

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Let's Build the Future Together

Thai Oil is moving forward with steady growth built on strong strategy, innovation and a clear commitment to sustainability. If you're looking to take part in meaningful work, learn from a leading company in the Oil & Gas industry and explore opportunities across our wider group of businesses including power generation, petrochemicals and sustainability-focused ventures, this could be the place for you.

Send us your application and take the next step toward a strong and sustainable future with Thai Oil.

We aim to match opportunities with your background and interests, though role availability may vary depending on business needs. Even so, we will do our best to offer positions that align with your goals and strengths.