IT Service Delivery Lead — ITIL & CSI

Garuda Yamato Steel

Bekasi

On-site

IDR 420,000,000 - 780,000,000

Full time

10 days ago

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Job summary

Garuda Yamato Steel is seeking an experienced IT Service Management professional to ensure high-quality IT service delivery and meet SLA targets. The role focuses on ITIL-aligned incident, problem, and change management and requires strong leadership and English communication skills.

On-site work from Cikarang is required, coordinating with internal teams and external vendors to maintain service performance and CSI initiatives.

Qualifications

Bachelor Degree of Information Technology, Computer Science, or related field.
6-8 years experience in IT service management or IT operations.
Knowledge of ITIL/ITSM frameworks and ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management.
Strong communication and leadership skills; English proficiency; on-site in Cikarang.

Responsibilities

Ensure consistent and high-quality IT service delivery meeting SLA, uptime, and service availability targets.
Monitor and improve incident, request, problem, and change management performance based on ITIL practices.
Conduct regular ITSM reviews and drive continual service improvement initiatives.
Coordinate with internal teams, global IT, and external vendors to ensure seamless IT service integration.
Manage stakeholder communication and vendor performance to ensure alignment with service expectations and contractual obligations.