Managed Services Manager

PT Intikom Berlian Mustika; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading IT services company in Jakarta is seeking a Managed Services Manager to oversee the delivery and performance of managed IT services for enterprise clients. The ideal candidate will have strong IT Service Management experience and excellent leadership skills. Responsibilities include ensuring service excellence, monitoring performance, and managing budgets. This role requires a Bachelor's in IT and certifications in ITIL or similar areas.

Qualifications

• 5–7 years in IT Service Management in a Managed Services environment.
• Strong understanding of ITIL framework and service lifecycle.
• Experience with network and security technologies.

Responsibilities

• Ensure consistent high-quality delivery of managed services.
• Monitor service performance and proactively address issues.
• Coordinate with teams and vendors to resolve incidents.

Skills

IT Service Management

Client Management

Leadership

Strategic Thinking

Education

Bachelor’s degree in IT or related field

Master’s degree (preferred)

Tools

ITIL

PMP

CISSP

Job description

Managed Services Manager

We are looking for a Managed Services Manager to oversee the delivery and performance of managed IT services for enterprise clients. This role focuses on ensuring service excellence, operational efficiency, and customer satisfaction across managed service offerings, including network, cybersecurity, and end‑user support.

Key Responsibilities

• Ensure consistent and high-quality delivery of managed services according to SLAs and KPIs.
• Monitor service performance and proactively address issues or risks.
• Coordinate with internal teams and vendors to resolve incidents and implement improvements.
• Act as the primary contact for clients regarding managed services.
• Conduct regular service reviews and performance reporting.
• Lead and mentor the managed services team (engineers and support staff).
• Develop and maintain SOPs and escalation processes.
• Manage budgets, forecasts, and cost optimization for managed services.
• Support contract negotiations, renewals, and compliance tracking.
• Ensure adherence to security policies, regulations, and best practices.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field (Master’s preferred).
• 5–7 years in IT Service Management, preferably in a Managed Services environment.
• Strong understanding of ITIL framework and service lifecycle.
• Experience with network and security technologies.
• Excellent leadership, communication, and client management skills.
• Certifications such as ITIL, PMP, or CISSP are an advantage.

Key Competencies

• Strategic thinking and problem‑solving.
• Service‑oriented mindset.
• Leadership and team collaboration.
• Analytical and reporting skills.
• Adaptability in a fast‑paced environment.