Senior IT Service Manage
On-site · Jakarta, Jakarta, Indonesia
Job Summary
Senior IT Service Manager responsible for managing moderately complex services essential to enterprise operations, focusing on optimizing service delivery, incident management, and adherence to SLAs. Leads process adherence for incident, problem, and change management; oversees medium-scale service transition projects; mentors support teams; conducts root cause analysis and implements preventive measures; manages vendor relationships and performance; maintains extensive service documentation and generates detailed performance reports. Requires a Bachelor's degree, ITIL certification, and 10 years of ITSM experience with strong vendor-management and ITSM tools proficiency; Lean Six Sigma is preferred. Knowledge of SAP and broader IT governance, security standards, and regulatory compliance is advantageous. The role emphasizes data-driven decision making and collaboration with executive stakeholders to drive continuous service improvements across moderately complex services.
Required Qualifications
- Bachelor’s degree in information technology, Computer Science, or related field
- ITIL certification required
- 10 years of experience in IT service management, including min. 5 years in service management
- Experience with ITSM tools and managing incidents, service requests, and changes
- Proven experience in vendor management, budget, and resolving escalated service issues
- Strong knowledge of ITSM frameworks with hands-on experience managing mid-level services
- Excellent problem-solving and process improvement skills
- Effective communication and coordination skills, especially with vendors and senior management
Desired Qualifications
- ITIL certification
- Lean Six Sigma certification or similar
- Bachelor's degree in information technology or computer science
- 10 years of IT service management experience
- Experience with ITSM tools
- Vendor management experience
- Knowledge of ITSM frameworks
- SAP systems knowledge is advantageous
- Strong problem-solving and process-improvement skills
- Effective communication and coordination with vendors and senior management
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