job description
Join The GMP Group as a Regional Service Delivery Manager (Luxury Retail) in the vibrant heart of Bali. This is a unique opportunity to lead IT service excellence across our luxury retail operations in Southeast Asia, ensuring seamless digital experiences for high-end clients and regional stakeholders.
In this strategic role, you will oversee the end-to-end delivery of IT services, aligning technology solutions with business objectives to drive operational efficiency and customer satisfaction. Your expertise in ITIL frameworks and regional service management will be pivotal in maintaining world-class service standards in a fast-paced, luxury-focused environment.
Based in Bali’s most dynamic locations—from the cultural hub of Ubud to the coastal elegance of Nusa Dua—you’ll collaborate with cross-functional teams to innovate, optimize, and elevate our IT service delivery. If you thrive in a role that blends technical leadership with business acumen, this is your chance to make a lasting impact in the luxury retail sector.
Responsibility
- Lead and manage the regional IT service delivery team, ensuring alignment with ITIL best practices and luxury retail standards.
- Oversee the design, implementation, and continuous improvement of IT service management processes across multiple locations.
- Act as the primary point of contact for regional stakeholders, addressing service requests, incidents, and escalations with urgency and professionalism.
- Develop and maintain SLAs (Service Level Agreements) and KPIs to measure and enhance service performance and customer satisfaction.
- Collaborate with vendors and internal teams to ensure seamless integration of IT systems and applications in luxury retail environments.
- Drive digital transformation initiatives to enhance operational efficiency and elevate the customer experience.
- Conduct regular service reviews and risk assessments to proactively identify and mitigate potential disruptions.
- Mentor and train local teams on ITIL frameworks, service management tools, and luxury retail-specific IT requirements.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field. Advanced degrees or certifications (e.g., ITIL v4, PMP) are a plus.
- Minimum 8 years of experience in IT service management, with at least 3 years in a regional leadership role.
- Proven expertise in ITIL frameworks and service delivery methodologies, with a track record of implementing best practices.
- Experience supporting regional customers in a multi-site, luxury retail, or hospitality environment is highly advantageous.
- Strong leadership and stakeholder management skills, with the ability to influence and align diverse teams.
- Excellent communication and problem-solving abilities, with a customer-centric approach to service delivery.
- Familiarity with ITSM tools (e.g., ServiceNow, BMC Helix) and luxury retail POS/ERP systems.
- Willingness to travel occasionally across the region and adapt to a dynamic, high-pressure environment.