Service Delivery Team Lead (Managed Services)

PT Indo Online Mitra Usaha (Vox Asia / BraveHub); Kota Bandung; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading digital technology firm in Indonesia is looking for a Service Delivery Team Lead to manage the Managed Services team. This role emphasizes people management, service delivery, and coordination. The ideal candidate should possess strong organizational, communication, and leadership skills. Responsibilities include task coordination, workload monitoring, and ensuring service levels are met. A Bachelor’s degree and at least 3 years of relevant experience are required. Proficiency in English is essential, and familiarity with IT services is a plus.

Qualifications

• Minimum 3 years of experience in coordination, operations, service delivery, or team leadership roles.
• Excellent communication and interpersonal abilities.
• Able to handle multiple priorities in a dynamic environment.

Responsibilities

• Coordinate and organize daily tasks for the Managed Services team.
• Monitor team workload and actively follow up on task progress.
• Support team members to stay focused, structured, and productive.
• Prepare regular service reports.
• Act as a bridge between management and the operational team.

Skills

Organizational skills

Communication skills

Leadership skills

Time-management skills

Detail-oriented

Interpersonal skills

Proficiency in English

Basic IT knowledge

Education

Bachelor’s degree in any discipline

Tools

Ticketing or service management tools

Job description

Overview

Service Delivery Team Lead (Managed Services) leads the Managed Services team with a focus on people management, service coordination, and delivery execution. The role ensures the team operates effectively, follows processes, and meets agreed service levels. The ideal candidate does not need to be a technical expert but must have strong organizational, communication, and leadership skills to drive performance and service quality.

Responsibilities

• Coordinate and organize daily tasks for the Managed Services team.
• Ensure work is completed on time and in accordance with agreed service levels (SLA).
• Monitor team workload and actively follow up on task progress.
• Support team members to stay focused, structured, and productive.
• Ensure team follows established processes and workflows.
• Communicate clearly with management regarding progress, challenges, and priorities.
• Prepare regular service reports (daily / weekly / monthly).
• Assist in improving service delivery processes and team effectiveness.
• Act as a bridge between management and the operational team.

Requirements

• Bachelor’s degree in any discipline (IT background is a plus).
• Minimum 3 years of experience in coordination, operations, service delivery, or team leadership roles.
• Strong organizational and time-management skills.
• Excellent communication and interpersonal abilities.
• Detail-oriented, structured, and well-organized.
• Comfortable following up, reminding, and pushing tasks to completion.
• Able to handle multiple priorities in a dynamic environment.
• Basic understanding of IT services or Managed Services is an advantage.
• Experience with reporting and documentation is preferred.
• Proficiency in English is essential; knowledge of French is a plus.

Nice to Have

• Experience working in an IT Managed Services or Service Desk environment.
• Familiarity with ITIL / IT Service Management concepts.
• Experience working with ticketing or service management tools.
• Screening questions: What is your expected monthly basic salary? Are you available to work outside usual hours when required? (weekends, evenings, public holidays) How would you rate your English language skills? How many years of IT experience do you have?

About the Company

We are a global force in digital technology, delivering tailored solutions that allow businesses to focus on their core operations while we handle their IT needs. Our strength lies in customizing solutions, services, and staffing. We excel in linking tools and data, designing user experiences, and ensuring safety and reliability. Our services include IT staffing, digital solutions development, and ICT managed services.

Location: West Jakarta, Jakarta, ID