Head of IT Service Management & Transformation

ParagonCorp; Jakarta Pusat; On-site; IDR 420,000,000 - 700,000,000; Full time

Job summary

ParagonCorp is seeking a senior IT Service Manager to lead the ITSM function and drive reliable, scalable IT service delivery across the organization. You will define the ITSM strategy, roadmap, governance, and standards, owning core ITSM processes and ensuring continuous improvement.

You will oversee performance frameworks, KPIs, SLAs, and collaborate with Technology leadership, vendors, and business stakeholders to optimize incident, change, and service operations.

Qualifications

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, Engineering, or related field.
• 7+ years in IT Service Management or IT Operations with leadership experience.
• Proven experience leading ITSM/IT Operations teams and driving service improvements.
• Hands-on experience with ITSM platforms (ServiceNow, BMC Remedy, GLPI).
• Strong knowledge of ITIL/ITSM practices and service governance.

Responsibilities

• Lead ITSM function and steer reliable, scalable service delivery across the organization.
• Develop ITSM strategy, roadmap, governance, and standards.
• Own and improve core ITSM processes (Incident, Problem, Change, Request, Configuration, SLA).
• Oversee service performance frameworks, KPIs, SLAs, and metrics for continuous improvement.

Skills

ITSM leadership

Stakeholder management

Leadership

Problem solving

Change management

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ServiceNow

BMC Remedy

GLPI

Job description

ParagonCorp is seeking a senior IT Service Manager to lead the ITSM function and drive reliable, scalable IT service delivery across the organization. You will define the ITSM strategy, roadmap, governance, and standards, owning core ITSM processes and ensuring continuous improvement.

You will oversee performance frameworks, KPIs, SLAs, and collaborate with Technology leadership, vendors, and business stakeholders to optimize incident, change, and service operations.