Service Delivery Manager

Lead the day-to-day operations of service delivery across Indonesia, ensuring high levels of customer satisfaction.

Manage and monitor SLA performance, proactively resolving any issues to meet contractual commitments.

Coordinate with internal technical teams, vendors, and partners to ensure smooth delivery of break-fix, project, and support services.

Serve as the primary point of contact for escalations from customers in Indonesia.

Prepare and deliver regular service review reports, performance metrics, and improvement plans.

Support resource planning, dispatch coordination, and onsite service delivery activities.

Implement best practices and continuous improvements in service processes and customer engagement.

Conduct training and mentoring for support engineers and ensure team alignment with company objectives.

Support regional and global initiatives related to service improvement and standardization.

Good at vendor management and monitor the partner service quality.

Find the external resource at other cities of Indonesia.

Requirements

Minimum 3 years’ experience in a technical support or service management role, preferably within IT infrastructure, hardware maintenance, or managed services.

At least 1–2 years' team leadership or managerial experience.

Strong understanding of ITIL practices and service management processes.

Good communication skills in English (both written and spoken).

Strong organizational and problem-solving skills with a customer-centric mindset.

Ability to work independently and handle multiple priorities in a fast-paced environment.

Willingness to travel within Indonesia if required.