job description
Are you a dynamic leader with a passion for driving operational excellence and customer satisfaction? Microgenesis Business Systems is seeking a Project-Based Service Delivery Lead to join our team in Bali for a 12-month contract. In this pivotal role, you will serve as the primary point of accountability for service quality, operational performance, and customer success, ensuring seamless delivery of our IT solutions.
Based in the vibrant and culturally rich locations of Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, you will lead cross-functional teams, optimize service delivery processes, and foster strong client relationships. This is a unique opportunity to make a significant impact in a fast-paced, innovative environment while enjoying the work-life balance that Bali offers.
If you thrive in a leadership role, have a proven track record in service delivery, and are eager to contribute to a forward-thinking organization, we want to hear from you!
Responsibility
- Serve as the primary point of contact for service quality, operational excellence, and customer satisfaction.
- Lead and manage project-based service delivery teams to ensure timely and high-quality execution.
- Develop and implement strategies to optimize service delivery processes and enhance operational efficiency.
- Monitor and report on key performance indicators (KPIs) to ensure alignment with business objectives.
- Collaborate with cross-functional teams, including IT, customer support, and sales, to drive seamless service delivery.
- Identify and mitigate risks that could impact service performance or customer satisfaction.
- Foster strong relationships with clients, ensuring their needs are met and expectations are exceeded.
- Provide leadership, mentorship, and guidance to team members to foster a culture of excellence.
Qualifications
- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Proven experience (5+ years) in service delivery, project management, or a similar leadership role within the IT sector.
- Strong understanding of IT service management (ITSM) frameworks and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Experience in managing cross-functional teams and stakeholders in a fast-paced environment.
- Customer-focused mindset with a track record of delivering high levels of satisfaction.
- Familiarity with Bali's business landscape is a plus.