DC Service Delivery Manager

PT Leap Digital Indonesia; Jakarta Pusat; On-site; IDR 180,000,000 - 250,000,000; Full time

Job summary

PT Leap Digital Indonesia is seeking a seasoned Service Delivery Manager to oversee end-to-end delivery and governance of GPU managed services engagements in Jakarta. You will lead service performance, transitions, governance forums, risk, and contract governance while developing the delivery organization.

12–15 years in IT service delivery and strong executive stakeholder management are required, with fluency in Bahasa Indonesia and English.

Qualifications

• 12–15 years of experience in IT service delivery, infra management or managed services.
• Proven SLA and contractual performance governance experience.
• Leadership of large-scale infrastructure or data centre engagements.

Responsibilities

• Own end-to-end service delivery and act as primary customer contact and escalation authority.
• Lead service transition, onboarding and knowledge transfer activities.
• Chair governance forums and present reports on performance, risks and actions.
• Manage contract performance, SLAs, change control and invoicing inputs.
• Own the engagement risk register, business continuity, compliance and audits.
• Develop the delivery organization: recruitment, skills development, retention, succession.
• Drive continual service improvement and automation initiatives with stakeholders.
• Manage relationships with suppliers, OEMs and technology partners.
• Coordinate across infrastructure and service delivery functions to achieve outcomes.

Skills

IT service delivery

infrastructure management

managed services

SLA management

contract governance

stakeholder management

service governance

delivery leadership

GPU/AI infra exposure

Job description

The Service Delivery Manager will oversee the end-to-end delivery and governance of a GPU managed services engagement. Acting as the primary customer contact, this role will manage service performance, transition, commercial and contract governance, risk, and overall service outcomes while leading the delivery organization.

Key responsibilities

Own end-to-end service delivery and serve as the primary customer contact and escalation authority for the engagement.

Lead service transition and onboarding from project kick-off through steady state, including knowledge transfer and hypercare activities.

Chair governance forums, including weekly operational reviews, monthly service reviews, and quarterly business reviews.

Prepare and present governance reports covering service performance, risks, actions, and key engagement metrics.

Manage contract performance, including SLA attainment, service credits, scope and change control, invoicing inputs, and resource utilization against the agreed staffing plan.

Own the engagement risk register, business continuity planning, compliance activities, and audit readiness.

Lead and develop the delivery organization, including recruitment, skills development, retention, and succession planning for critical roles.

Drive continual service improvement, innovation, and automation initiatives in collaboration with customer stakeholders.

Manage relationships with key suppliers, OEMs, and technology partners as required.

Ensure effective coordination across infrastructure and service delivery functions to achieve overall service outcomes.

About you

12–15 years of experience in IT service delivery, infrastructure management, or managed services, with significant experience leading large-scale infrastructure or data centre engagements.

Proven experience managing SLA and contractual performance, including commercial and service governance.

Experience leading large-scale infrastructure/data center managed services with responsibility for service and financial/P&L performance.

Strong experience in transition and transformation management across multi-tower environments, including compute, network, storage, and end-user services.

Strong executive stakeholder management and customer-facing communication skills.

Experience managing contracts, commercial governance, suppliers, and OEM relationships.

Experience leading delivery teams, including resource planning, recruitment, team development, and performance management.

Exposure to GPU/AI infrastructure delivery, including GPU/DGX cluster deployment, liquid cooling, and InfiniBand networking.

Experience working with local delivery teams in Indonesia.

Fluent in Bahasa Indonesia and English, both written and verbal.