Job Description
Full details about the role and requirements
Yukerja Summary
The Service Delivery Manager - IT Infra role at Lintas Teknologi Indonesia is curated from JobStreet (category Teknologi & IT). Note the work location (South Jakarta, Jakarta) before applying. Yukerja.com is not the employer — applications are handled on the official source site.
Role Overview
Responsible for ensuring the successful delivery of Managed Services in accordance with Service Level Agreements (SLAs), meeting customer expectations, maintaining high customer satisfaction, and driving effective, efficient, and sustainable service operations.
Key Responsibilities
Manage end-to-end service delivery, ensuring compliance with SLAs, KPIs, and contractual commitments.
Oversee 24x7 service operations, service transition, service acceptance, and continuous service improvement initiatives.
Serve as the primary escalation point for customers and build strong relationships with key stakeholders.
Lead service review meetings (Weekly, Monthly, and Quarterly Business Reviews) and monitor customer satisfaction (CSAT/NPS).
Govern IT service management processes, including Incident, Problem, Change, Request, Capacity, Availability, and Backup & Recovery Management, following ITIL best practices.
Lead, coach, and develop Service Managers, Team Leaders, and Engineers while managing resource planning and workforce allocation.
Monitor service performance, conduct Root Cause Analysis (RCA), implement Service Improvement Plans (SIP), and reduce recurring incidents.
Ensure compliance with information security policies, customer contracts, and audit requirements while managing operational risks.
Oversee operational budgets, cost control, resource forecasting, and contract profitability.
Prepare and present operational reports, executive dashboards, and Quarterly Business Reviews (QBRs) to customers and senior management.
Requirements
Bachelor's degree in Computer Science, Information Systems, Computer Engineering, Master degree is an advantage
8 - 12 years of experience in IT Infrastructure and/or Managed Services.
Minimum 5 years of experience as a Service Delivery Manager or in an equivalent leadership role.
Proven experience managing large-scale Managed Services contracts and mission-critical IT services.
Preferred certifications : ITIL® 4 Managing Professional, COBIT® Foundation, PMP® or PRINCE2®
Technical Competencies
Service Delivery Management
IT Service Management (ITSM)
SLA Management
Incident, Problem, and Change Management
Capacity and Availability Management
Disaster Recovery and Business Continuity Planning
IT Infrastructure (Servers, Storage, Backup, Networking, and Virtualization)
Cloud and Hybrid Infrastructure
IT Operations Governance
Risk Management
Financial and Contract Management