IT SERVICE MANAGEMENT MANAGER

PT Garuda Yamato Steel; Bekasi; On-site; IDR 700,000,000 - 1,100,000,000; Full time

Job summary

PT Garuda Yamato Steel in Bekasi, Indonesia, seeks an experienced IT Service Manager to oversee delivery against SLA, uptime, and service availability targets. You will lead ITIL-based incident, problem, and change management, drive CSI initiatives, and coordinate with internal teams, global IT, and vendors to ensure seamless service delivery.

The ideal candidate holds a Bachelors in IT or CS, 6–8 years in IT service management, strong ITIL/ITSM knowledge, and proficiency with ServiceNow, BMC

Qualifications

• Bachelor's degree or higher in IT or related field.
• 6–8 years of IT service management or IT operations experience.
• Strong ITIL/ITSM frameworks knowledge and related tools.
• Proven ability to manage service performance, KPIs, and user satisfaction.
• Excellent communication, stakeholder engagement, and team leadership skills.
• Proficient in English and able to work on site in Cikarang, Indonesia.

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 (CSI) 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.

Skills

ITIL/ITSM

Stakeholder management

Leadership

English communication

Education

Bachelor's degree in Information Technology / Computer Science

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

• 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 (CSI) 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.

What Will You Do :

• 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 (CSI) 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.

What We Are Looking For :

• Bachelor Degree of Information Technology, Computer Science, or related field.
• Having aroung 6-8 years experiences in IT service management or IT operations.
• Strong knowledge and skills of ITIL/ITSM frameworks, service operations, and ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Ability to manage and improve service performance, KPIs, and user satisfaction.
• Strong communication, stakeholder engagement, and team leadership skills.
• Proficient in English communication and willing to work on site from Cikarang.