IT Service Delivery & Incident Manager

PT HM Sampoerna Tbk.; Jakarta Pusat; On-site; IDR 700,000,000 - 1,000,000,000; Full time

Job summary

PT HM Sampoerna Tbk. is seeking a Manager Tech Service Management to own end-to-end IT service delivery and drive improvements in performance, security, and compliance. The role requires leading incident, problem, and change management, plus strong vendor oversight across enterprise IT services.

You will collaborate with business and technology teams, manage escalations, and drive automation while ensuring service levels and risk controls are maintained in a fast-paced enterprise environment.

Qualifications

• 7+ years IT experience, incl. 5+ years in ITSM.
• Strong ITIL knowledge and practices.
• Experience managing enterprise IT services, roadmaps, and governance.
• Proven ability to lead incident, problem, and change management in complex environments.
• Strong vendor management, including performance monitoring and service delivery oversight.
• Knowledge of cybersecurity, risk management, and compliance requirements.
• Excellent stakeholder management, communication, and presentation skills.
• Strong critical thinking and problem-solving skills with a continuous improvement mindset.

Responsibilities

• Own and improve the end-to-end delivery of assigned IT services.
• Ensure services meet performance, security, compliance, and business requirements.
• Lead incident resolution, change management, and service improvement initiatives.
• Monitor service performance, customer satisfaction, and operational risks.
• Drive automation and optimization opportunities to enhance service quality and efficiency.
• Partner with business teams, technology teams, and vendors to deliver reliable services.
• Manage service escalations, vendor performance, and business continuity planning.

Skills

ITSM

ITIL

Vendor management

Cybersecurity

Risk management

Compliance

Stakeholder management

Communication skills

Problem solving

Continuous improvement

Leadership

Tools

ServiceNow

Job description

PT HM Sampoerna Tbk. is seeking a Manager Tech Service Management to own end-to-end IT service delivery and drive improvements in performance, security, and compliance. The role requires leading incident, problem, and change management, plus strong vendor oversight across enterprise IT services.

You will collaborate with business and technology teams, manage escalations, and drive automation while ensuring service levels and risk controls are maintained in a fast-paced enterprise environment.