Deskripsi Pekerjaan
Join PT Macro Trend Technology as a Service Delivery Manager and become the driving force behind our mission to deliver exceptional service for the better. In this pivotal role, you'll orchestrate seamless service delivery operations while maintaining high standards of client satisfaction. You'll bridge the gap between technical teams and clients, ensuring alignment with business objectives and service level agreements. This position offers the opportunity to lead cross-functional initiatives, optimize service processes, and cultivate long-term client partnerships in Indonesia's dynamic tech landscape.
We're seeking a results-driven leader with a passion for service excellence and innovation. You'll thrive in a collaborative environment where your expertise in service management directly impacts business growth and client retention. If you're ready to elevate service delivery standards and drive organizational success, this role is your chance to make a meaningful impact.
Tanggung Jawab
- Oversee end-to-end service delivery lifecycle to ensure SLA compliance and client satisfaction
- Manage client relationships, acting as primary point of contact for service escalations and strategic discussions
- Coordinate with internal technical teams to resolve service issues and implement continuous improvements
- Develop and maintain service delivery documentation, including SOPs and performance metrics
- Analyze service performance data to identify optimization opportunities and cost efficiencies
- Lead service transition projects and onboarding of new clients/technologies
- Mentor and develop service delivery teams through performance coaching and skill development
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field
- 5+ years of experience in service delivery management or IT operations leadership
- Proven expertise in ITIL/ITSM frameworks and service management best practices
- Strong proficiency in project management methodologies and tools (e.g., Jira, Asana)
- Excellent communication skills with ability to translate technical concepts for non-technical stakeholders
- Certifications in ITIL, PMP, or Prince2 highly desirable
- Experience managing service delivery teams in Indonesian or Southeast Asian markets
- Fluency in English and Bahasa Indonesia