Head of Service Delivery Management

5 days ago

Tangerang, Banten, Indonesia PT Link Net Tbk Full time $60,000 - $120,000 per year
  • Lead and control all enterprise work order processes (initiation, modification, and termination) across various platforms.
  • Ensure end-to-end fulfillment activities comply with SLAs, customer requirements, and internal standards.
  • Drive performance improvements in service activation and deactivation processes for enterprise-grade data and video services.
  • Plan, manage, and control inventory required to support enterprise service delivery (e.g., CPE, IP blocks, ports, access resources).
  • Coordinate with network, engineering, and warehouse teams to ensure resource availability and minimize delivery delays.
  • Oversee inventory reconciliation and optimize asset utilization across projects.
  • Act as the central coordinator between Sales, Engineering, Project Management, NOC, and Field Ops for enterprise service provisioning.
  • Develop and maintain service delivery playbooks, SOPs, and KPIs to standardize processes across teams.
  • Resolve service delivery bottlenecks and provide escalation handling for critical enterprise customer issues.
  • Ensure provisioning activities are aligned with service assurance processes (monitoring, incident handling, and change control).
  • Collaborate with Assurance teams to enable proactive service quality management post-activation.
  • Support root cause analysis for provisioning-related service issues and drive improvement initiatives.
  • Develop and maintain operational dashboards, track service delivery & project KPIs.
  • Provide insights and recommendations to the Head of Enterprise Services Delivery & Assurance to support decision-making.
  • Ensure compliance with governance, audit, and regulatory requirements related to provisioning.
  • Lead, coach, and develop the service delivery team to ensure high performance and professional growth.
  • Foster a culture of quality and operational excellence and facilitate training or development programs for team members.

Requirements

  • Bachelor's degree in Telecommunications, Engineering, IT, or related fields (Master's preferred).
  • Minimum 5 years of experience in telecom service delivery, with at least 3 years in a supervisory role.
  • Proven track record in managing enterprise provisioning and inventory systems.
  • Familiar with enterprise-grade connectivity services (Metro Ethernet, IPVPN, SD-WAN, etc.)
  • Strong communication and stakeholder management skills.
  • Ability to work effectively in a fast-paced, dynamic environment and manage multiple projects simultaneously.
  • Strong analytical, coordination, and problem-solving skills.
  • Willing to Work in Centennial Tower, South Jakarta.

Benefits

  • Medical insurance
  • Medical checkup

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