Service Delivery Manager - SLA & Ops Leader

PT RLogic Technology; Jakarta Timur; On-site; IDR 300,000,000 - 420,000,000; Full time

Job summary

PT. R-Logic Technology Indonesia seeks an Operations Leader to oversee the CEC, including intake, diagnosis, repair, and dispatch/return of units within contracted turnaround times. You will manage case flow, coordinate parts with the supply chain, and lead technicians and coordinators to meet SLA targets.

You will drive accountability, continuous improvement, and proactive risk management, while ensuring documentation and regulatory compliance in all service processes.

Responsibilities

• Oversee daily operations of the CEC, including intake, diagnosis, repair, and dispatch/return of units within contracted turnaround times
• Manage case flow and backlog to ensure SLA compliance across all service categories
• Coordinate parts and Open Cell/component availability with the supply chain/logistics team to avoid service delays
• Ensure accurate, timely documentation and labeling for all service and RMA/warranty cases, consistent with OEM and client requirements
• Lead, coach, and develop technicians, service coordinators, and support staff at the CEC
• Plan workforce capacity and scheduling to match service volume and SLA demands
• Conduct performance reviews, manage disciplinary matters, and drive a culture of accountability and continuous improvement
• Prepare and present regular performance reports and business reviews to the client and internal management
• Proactively identify and elevate service risks, resource constraints, or systemic issues before they impact SLA performance
• Ensure all service processes comply with client, OEM, and regulatory requirements

Job description

PT. R-Logic Technology Indonesia seeks an Operations Leader to oversee the CEC, including intake, diagnosis, repair, and dispatch/return of units within contracted turnaround times. You will manage case flow, coordinate parts with the supply chain, and lead technicians and coordinators to meet SLA targets.

You will drive accountability, continuous improvement, and proactive risk management, while ensuring documentation and regulatory compliance in all service processes.