job description
Join Vitro, Inc. as an IT Service Delivery Specialist in the vibrant heart of Bali! This project-based role offers a unique opportunity to drive exceptional service delivery, foster strong customer relationships, and ensure seamless IT operations for our global clients.
As a key member of our team, you will oversee end-to-end service management, ensuring SLA compliance, resolving incidents efficiently, and delivering comprehensive service reports. Your expertise will be instrumental in maintaining high customer satisfaction and operational excellence in a dynamic, fast-paced environment.
Based in Canggu, Badung, this position is perfect for professionals who thrive in collaborative settings and are passionate about leveraging technology to solve business challenges. Whether you're managing stakeholder expectations or optimizing service delivery processes, your contributions will directly impact our success.
If you’re a proactive problem-solver with a knack for IT service management, we’d love to hear from you. Apply today and take the next step in your career with a forward-thinking company in one of the world’s most inspiring locations!
Responsibility
- Manage and nurture customer relationships to ensure alignment with business objectives and service expectations.
- Monitor and enforce SLA compliance, ensuring all service delivery metrics meet or exceed agreed-upon standards.
- Lead incident management processes, including identification, escalation, and resolution, to minimize downtime and impact.
- Develop and present service performance reports and analytics to stakeholders, highlighting trends, risks, and improvements.
- Collaborate with cross-functional teams to optimize service delivery workflows and enhance operational efficiency.
- Conduct regular service reviews with clients to gather feedback and identify opportunities for service enhancement.
- Implement and maintain ITIL best practices for service management, including change, problem, and configuration management.
- Act as the primary point of contact for service-related inquiries and ensure timely, professional communication.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 3 years of experience in IT service delivery, customer support, or a similar role.
- Proven track record in SLA management and incident resolution within an IT environment.
- Strong understanding of ITIL frameworks and service management principles.
- Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels.
- Proficiency in service reporting tools (e.g., ServiceNow, Jira, or similar) and Microsoft Office Suite.
- Analytical mindset with the ability to interpret data and generate actionable insights.
- Certifications such as ITIL v4 Foundation or similar are a plus.