Lead IT Service Delivery & Incident Management

PT HM Sampoerna Tbk.; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 360,000,000 - 600,000,000; Full time

Job summary

PT HM Sampoerna Tbk. invites an experienced Manager Tech Service Management to lead end-to-end IT service delivery from Jakarta campus. The role focuses on optimizing service performance, incident resolution, and governance to meet SLAs and security requirements.

You will collaborate with business teams, technology groups, and vendors to sustain reliable services. Ideally 7+ years in IT with 5+ years in ITSM, strong ITIL knowledge, and proven vendor management.

Qualifications

• 7+ years of IT experience with 5+ years in IT service management.
• Strong knowledge of ITSM and ITIL practices.
• Experience managing enterprise IT services and governance.
• Proven ability to lead incident, problem, and change management.
• Strong vendor management and performance monitoring.
• Knowledge of cybersecurity, risk management, and compliance.
• Excellent stakeholder communication and presentation skills.
• 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

IT Service Management

ITIL practices

Incident management

Change management

Vendor management

Security & compliance

Stakeholder communication

Problem solving

Tools

ServiceNow

Job description

PT HM Sampoerna Tbk. invites an experienced Manager Tech Service Management to lead end-to-end IT service delivery from Jakarta campus. The role focuses on optimizing service performance, incident resolution, and governance to meet SLAs and security requirements.

You will collaborate with business teams, technology groups, and vendors to sustain reliable services. Ideally 7+ years in IT with 5+ years in ITSM, strong ITIL knowledge, and proven vendor management.