job description
Join Microgenesis Business Systems as a Project-Based Service Delivery Lead in the vibrant heart of Bali! This 12-month contract role offers a unique opportunity to drive operational excellence, ensure service quality, and elevate customer satisfaction in a dynamic, fast-paced environment.
As the primary point of accountability for service performance, you will lead cross-functional teams, optimize delivery processes, and align business objectives with client expectations. This role is ideal for a strategic thinker with a passion for service innovation and a track record of delivering measurable results.
Based in one of Baliâs most sought-after locationsâwhether itâs the creative hub of Canggu, the cultural center of Ubud, or the bustling business districts of Denpasar or Kutaâyouâll enjoy a work-life balance like no other while making a significant impact in the ICT sector.
Responsibility
- Oversee end-to-end service delivery for assigned projects, ensuring adherence to timelines, budgets, and quality standards.
- Act as the primary liaison between clients, internal teams, and stakeholders to align expectations and resolve escalations.
- Develop and implement service improvement strategies to enhance operational efficiency and customer satisfaction.
- Monitor key performance indicators (KPIs) and service-level agreements (SLAs), providing actionable insights to leadership.
- Lead, mentor, and coach delivery teams to foster a culture of accountability, collaboration, and continuous improvement.
- Identify risks and proactively mitigate issues to minimize disruptions in service delivery.
- Collaborate with sales and pre-sales teams to ensure seamless handover and onboarding of new projects.
- Prepare and present regular performance reports, highlighting achievements, challenges, and recommendations.
Qualifications
- Bachelorâs degree in Business Administration, Information Technology, or a related field. Masterâs degree is a plus.
- Minimum of 5 years of experience in service delivery, project management, or operational leadership within the ICT sector.
- Proven track record of managing client relationships and delivering high-impact projects on time and within scope.
- Strong analytical and problem-solving skills, with the ability to interpret data and drive decision-making.
- Excellent communication and interpersonal skills, with fluency in English (written and verbal).
- Experience with service management frameworks (e.g., ITIL) and project management methodologies (e.g., Agile, Waterfall).
- Ability to work in a fast-paced, multicultural environment with a high degree of autonomy and initiative.
- Willingness to relocate or work on-site in Bali for the duration of the contract.