Service Delivery Manager

Graha Karya Informasi | Jakarta Selatan | ID

We are seeking an experienced Service Delivery Manager to lead and oversee IT service delivery within a corporate environment. The successful candidate will ensure service performance meets agreed service levels, act as a liaison between IT and business stakeholders, and drive continuous improvement initiatives. A background in PMO/project governance and proficiency in ITIL v4 practices are essential.

Key Responsibilities:

  • Ensure end-to-end IT service delivery meets agreed SLA/KPI targets and aligns with business needs.

  • Act as the primary point of contact for business stakeholders and IT operations teams.

  • Implement and uphold ITIL v4 service management practices across all service lines.

  • Lead service performance reviews, root cause analysis (RCA), and implement continuous improvement plans.

  • Manage escalations and ensure timely resolution of critical service incidents.

  • Collaborate with Project Management Office (PMO) to support service readiness for new initiatives and deployments.

  • Produce detailed service performance reports (e.g., SLA dashboards, service availability, incident trends).

  • Coordinate with external vendors and partners to ensure contractual service quality.

  • Monitor risks, support IT audits, and ensure compliance with internal and external standards.

Job Requirements:

  • Bachelors degree in Information Technology, Computer Science, Engineering, or a related field.

  • Minimum 5 years of experience in IT Service Delivery Management in a corporate environment.

  • Minimum 2 years of experience in PMO, program/project coordination, or project governance.

  • ITIL v4 certification is mandatory.

  • Fluent in English - both verbal and written communication skills are required.

  • Strong knowledge of SLA/OLA frameworks and ITSM tools such as ServiceNow, Remedy, or equivalent.

  • Excellent leadership, problem-solving, and stakeholder management skills.

  • Ability to manage multiple priorities and perform under pressure.

  • Proficiency in tools like Power BI, Jira, Confluence, or service dashboards is an advantage.

  • Project management certifications such as PMP or PRINCE2 are highly desirable.


Information :

  • Company : Graha Karya Informasi
  • Position : Service Delivery Manager
  • Location : Jakarta Selatan
  • Country : ID
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Post Date : 2025-07-25 | Expired Date : 2025-08-24

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