Managed Services Manager

4 days ago

Jakarta, Jakarta, Indonesia PT Intikom Berlian Mustika Full time

Job Description

We are looking for a Managed Services Manager to oversee the delivery and performance of managed IT services for enterprise clients.

This role focuses on ensuring service excellence, operational efficiency, and customer satisfaction across our managed service offerings, including network, cybersecurity, and end-user support.

Key Responsibilities:

  • Ensure consistent and high-quality delivery of managed services according to SLAs and KPIs.
  • Monitor service performance and proactively address issues or risks.
  • Coordinate with internal teams and vendors to resolve incidents and implement improvements.
  • Act as the primary contact for clients regarding managed services.
  • Conduct regular service reviews and performance reporting.
  • Lead and mentor the managed services team (engineers and support staff).
  • Develop and maintain SOPs and escalation processes.
  • Manage budgets, forecasts, and cost optimization for managed services.
  • Support contract negotiations, renewals, and compliance tracking.
  • Ensure adherence to security policies, regulations, and best practices.

Requirements

  • Bachelor's degree in IT, Computer Science, or related field (Master's preferred).
  • 5–7 years in IT Service Management, preferably in a Managed Services environment.
  • Strong understanding of ITIL framework and service lifecycle.
  • Experience with network and security technologies.
  • Excellent leadership, communication, and client management skills.
  • Certifications such as ITIL, PMP, or CISSP are an advantage.

Key Competencies

  • Strategic thinking and problem-solving.
  • Service-oriented mindset.
  • Leadership and team collaboration.
  • Analytical and reporting skills.
  • Adaptability in a fast-paced environment.

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