Service Delivery Manager

Circles; Daerah Khusus Ibukota Jakarta; On-site; IDR 993,871,128 - 1,490,806,692; Full time

Job summary

A global provider of CPaaS solutions is seeking a Service Delivery Manager in Jakarta. This role involves managing the entire service delivery lifecycle and acting as the primary technical contact for customers. The ideal candidate has over 10 years of experience, with at least 3-4 years in a customer-facing role in SaaS or telecom environments. Excellent communication and problem-solving skills are crucial. This position offers unique opportunities to work with a global team and drive operational excellence.

Qualifications

• 10 years experience with minimum 3-4 years in a customer facing Service Delivery Manager or technical manager role.
• Experience with SLAs, KPIs, and service reporting tools.
• Familiarity with incident and change management processes.
• Experience with Agile methodologies and tools.

Responsibilities

• Manage end-to-end service delivery lifecycle including onboarding and implementation.
• Conduct regular service review sessions with clients.
• Coordinate all minor/major incidents and lead root cause analysis.
• Track, report, and analyze service delivery KPIs.

Skills

Customer-facing skills

Communication skills

Problem-solving skills

Project management

Technical understanding of cloud infrastructure

Education

Bachelor’s degree in engineering, IT, Telecommunications, or related field

ITIL Foundation certification or higher

Tools

Service reporting tools

Analytics and reporting tools

Job description

****Location:** Jakarta, Indonesia******Department:** Service Delivery / Customer Success **Reports to:** GM Indonesia/ Customer Success*** **Serve as the primary customer-facing point of contact for technical support and service delivery matters related to our full stack SaaS platform*** **Manage end-to-end service delivery lifecycle including onboarding, implementation, maintenance, and continuous improvement of SAAS services*** **Collaborate closely with product, engineering, backend support, and operations teams to ensure SLA adherence and swift resolution of incidents or service requests.*** **Conduct regular service review sessions with clients to report on performance, SLA metrics, and service improvement plans.*** **Coordinate all minor /major incidents, escalations, war room set up and lead root cause analysis for service interruptions or degradations impacting customer operations.*** **Support customer change requests and ensure smooth deployment of upgrades, patches, and new features within the SAAS platform.*** **Track, report, and analyze service delivery KPIs to drive operational excellence and proactive risk management.*** **Work alongside customer success and sales teams to support new feature launches, renewals, upsell opportunities, and build long-term strategic partnerships.*** **Maintain comprehensive documentation for service delivery processes, workflows, and customer communications.*** **Facilitate effective communication between customer stakeholders and internal teams, translating business requirements into technical delivery plans.*** **Bachelor’s degree in engineering, IT, Telecommunications, or a related field.*** **10 years experience with minimum 3-4 years of experience in a customer facing Service Delivery Manager or technical manager role within SaaS or telecom BSS/OSS environments.*** **Excellent customer-facing skills with a consultative approach to managing client relationships.*** **Proven ability to manage multiple complex projects and priorities simultaneously.*** **Experience working with SLAs, KPIs, and service reporting tools.*** **Familiarity with incident and change management processes, preferably within ITIL or similar frameworks.*** **Exceptional communication, negotiation, and problem-solving skills.*** **Comfortable working collaboratively in cross-functional, geographically dispersed teams.*** **Knowledge of telecom BSS platforms such as Amdocs, Netcracker, or similar.*** **ITIL Foundation or higher certification.*** **Experience with Agile methodologies and tools.*** **Technical understanding of cloud infrastructure and SaaS platforms.*** **Data-driven mindset with proficiency in service analytics and reporting tools****By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to . You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may affect our ability to consider your application. In instances where your personal data or application is submitted by a third party, it is understood that such third party has been duly authorised by you to disclose the relevant personal data and provide consent on your behalf, and that you have been made aware of this Policy.**By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent toYou also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may affect our ability to consider your application. In instances where your personal data or application is submitted by a third party, it is understood that such third party has been duly authorised by you to disclose the relevant personal data and provide consent on your behalf, and that you have been made aware of this Policy.**Circles Aspire:** A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.