Global Services Delivery Manager

2 days ago

Jakarta, Jakarta, Indonesia OttoDigital Group Full time

Responsibilities:

  • Manage and lead a team of service desk professionals, including performance management, coaching, and training.
  • Oversee the delivery of IT support services to internal users and external clients, ensuring high levels of customer satisfaction.
  • Develop and implement service desk processes and procedures to optimize efficiency and customer service.
  • Monitor service desk metrics, analyze trends, and implement improvements to achieve service level targets.
  • Act as a point of escalation for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
  • Collaborate with other IT teams to identify and resolve IT infrastructure and application-related issues.
  • Proactively identify opportunities for service improvement and drive the implementation of service desk best practices.
  • Ensure compliance with IT policies, standards, and procedures.
  • Manage vendor relationships and contracts related to IT service desk support.
  • The Service Desk operates 24 hours, 7 days a week; you will be responsible for coordinating the resourcing of the service desk and managing call-outs.

Requirements :

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum of 5 years of experience in IT service desk management or related roles.
  • You will have a software development background, preferably with exposure to Flutter, Java, SpringBoot, and PostGreSQL, and be familiar with troubleshooting software-related issues.
  • Must have Cloud Services experience (Google Cloud, MS Azure, AWS), including Kubernetes, Helm, and other cloud deployment technologies.
  • Must have exposure to front-end application development (Flutter).
  • Must have exposure to backend development (Java, GoLang, Spring Boot).
  • Strong leadership skills with the ability to motivate and inspire a team.
  • Proven experience in implementing and improving service desk processes and procedures.
  • Excellent interpersonal and communication skills, building relationships and collaborating effectively with stakeholders at all levels.
  • Strong problem-solving and decision-making skills.
  • Experience with IT service management frameworks, such as ITIL.
  • Knowledge of IT infrastructure technologies, including networks, servers, and desktop systems.
  • Experience with service desk tools and incident management systems.
  • ITIL certification is desirable.

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