IT Service Delivery Manager (Project Based)

Lintasarta; Jakarta Pusat; Presencial; IDR 480.000.000 - 720.000.000; Jornada completa

Descripción de la vacante

Lintasarta is seeking an experienced IT Service Manager to oversee cloud-based data center services supporting the Map Production Center (MPC). You will ensure SLA/OLA compliance and manage services in line with ITIL practices.

You will coordinate cross-functional teams and stakeholders, drive incident response and continual service improvement, and maintain documentation and governance across the service lifecycle.

Formación

• Bachelor’s degree in a relevant engineering or CS field.
• Minimum 5 years as an IT Service Manager or IT Project Manager.
• ItIL Managing Professional certification active.

Responsabilidades

• Manage end-to-end service lifecycle from planning to continual improvement.
• Ensure SLA/OLA compliance, monitor performance, and prepare service reports.
• Manage ITSM processes: incident, problem, change, release, and service requests.
• Serve as primary escalation point for major incidents and conduct RCAs.
• Coordinate cloud, security, network, storage, and systems teams for integrated delivery.
• Manage stakeholder relationships and vendor/principal interfaces.
• Oversee service risk and information security policy compliance.
• Prepare and maintain service documentation (catalogs, SOPs, runbooks).

Conocimientos

IT Service Management

ITIL Managing Professional

Incident management

Problem management

Change management

Release management

Service reporting

Stakeholder management

Cloud/data center services

Project management

Educación

Bachelor’s Degree in Electrical Engineering

Bachelor’s Degree in Informatics Engineering

Bachelor’s Degree in Computer Engineering

Bachelor’s Degree in Computer Science

Descripción del empleo

Responsible for managing all cloud computing-based data center services supporting the operations of the Map Production Center (MPC), ensuring services run in accordance with agreed service levels (SLA), using ITIL-based IT service management practices.

Key Responsibilities:

• Manage the end-to-end service lifecycle, from planning and operations through continual improvement
• Ensure SLA/OLA compliance, monitor service performance, and prepare periodic service reports for the client
• Manage ITSM processes in line with ITIL practices, including incident, problem, change, release, and service request management
• Serve as the primary escalation point for major incidents and ensure they are resolved to completion, including post-incident reviews (RCA)
• Coordinate technical teams (cloud, security, network, storage, system engineers) to ensure integrated service delivery
• Manage relationships with stakeholders, MPC service users, and related vendors/principals
• Manage service risks and ensure compliance with information security policies and government/state-owned enterprise regulations
• Prepare and maintain service documentation (service catalog, SOPs, runbooks, knowledge base)

Requirements & Qualifications:

• Bachelor’s Degree (S1) in Electrical Engineering/Informatics Engineering/Computer Engineering/Computer Science
• Minimum 5 (five) years of experience as a IT Service Manager/IT Project Manager
• Must have ITIL Managing Professional Certification Active