IT Service Management

2 weeks ago


Jakarta, Jakarta, Indonesia ParagonCorp Full time

Job Description:

  • Lead and manage the IT Service Management or Service Desk team to deliver consistent and high-quality IT services
  • Ensure service performance meets agreed KPIs and SLAs and address gaps when targets are not achieved
  • Own and continuously improve core ITSM processes such as Incident Problem Change and Service Level Management
  • Work closely with internal IT teams business stakeholders and vendors to ensure smooth service operations and timely issue resolution
  • Support the implementation and adoption of service management standards and best practices across the organization
  • Monitor service trends performance metrics and user feedback to identify improvement opportunities
  • Support service reporting and provide regular updates to management on service performance
  • Ensure service readiness and operational stability during system changes or new implementations

Requirements:

  • Bachelor degree in Information Technology Information Systems Engineering or related fields
  • At least 5 years of experience in IT Service Management IT Operations or related roles
  • Experience leading or supervising Service Desk or IT Operations teams is highly preferred
  • Practical experience using ITSM tools such as ServiceNow BMC Remedy GLPI or similar
  • Solid understanding of ITSM concepts including Incident Problem Change and SLA Management
  • Good communication and stakeholder management skills
  • Comfortable working in a complex multi stakeholder environment

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