Deskripsi Pekerjaan
Join EMAPTA as a Senior IT Service Delivery Manager and lead transformative enterprise IT initiatives in a dynamic hybrid environment. This pivotal role empowers you to architect service excellence, align global operations, and drive unprecedented reliability across complex IT ecosystems. You'll spearhead strategic service delivery while fostering innovation, optimizing processes, and ensuring seamless stakeholder engagement. EMAPTA offers a culture of continuous learning and career growth, where your expertise in IT service management directly impacts organizational success. Enjoy flexible shifts and a collaborative atmosphere that values your leadership in delivering mission-critical solutions. Be part of a forward-thinking organization committed to technological advancement and professional development.
Tanggung Jawab
- Oversee end-to-end IT service delivery lifecycle, ensuring SLA adherence and continuous improvement
- Lead cross-functional teams to align global operations with business objectives
- Drive service excellence through proactive issue resolution and performance optimization
- Implement ITIL best practices for incident, change, and problem management
- Develop and maintain strategic relationships with key stakeholders and vendors
- Champion digital transformation initiatives and service innovation
- Monitor service metrics and implement corrective actions for reliability enhancement
- Mentor junior staff and foster a culture of operational excellence
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field (Master's preferred)
- Minimum 8 years in IT service delivery with 3+ years in leadership roles
- ITIL Foundation/Expert certification or equivalent service management credentials
- Proven experience managing enterprise-level IT operations and global teams
- Strong analytical skills with proficiency in ITSM tools (ServiceNow, Jira)
- Exceptional stakeholder management and conflict resolution abilities
- Knowledge of IT security frameworks (ISO 27001, NIST) and compliance standards
- Experience with Agile/Scrum methodologies in IT service contexts