job description
Are you a strategic leader with a passion for driving operational excellence in IT service delivery? Private Advertiser is seeking an experienced Senior Operations Manager (Service Desk) to lead our service desk operations and elevate client satisfaction in complex IT environments. This is a fully remote opportunity based in Bali, Indonesia, offering the perfect blend of professional growth and tropical lifestyle.
In this pivotal role, you will oversee large-scale IT service delivery, ensuring seamless operations, financial performance, and continuous improvement. You’ll collaborate with cross-functional teams to optimize processes, enhance service quality, and drive innovation in service desk management. If you thrive in dynamic environments and have a track record of leading high-performing teams, we’d love to hear from you.
Join us and be part of a forward-thinking organization that values leadership, innovation, and work-life balance. Enjoy the flexibility of remote work while making a tangible impact on global IT service delivery.
Responsibility
- Lead and mentor a high-performing service desk team to deliver exceptional IT support and client service.
- Develop and implement strategic initiatives to enhance operational efficiency, service quality, and client satisfaction.
- Oversee end-to-end IT service delivery, including incident, problem, and change management processes.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and continuous improvement.
- Collaborate with stakeholders to align service desk operations with business objectives and IT best practices.
- Drive financial performance by optimizing resource allocation, reducing costs, and improving service delivery metrics.
- Identify and mitigate risks, ensuring business continuity and disaster recovery preparedness.
- Foster a culture of innovation, accountability, and professional development within the team.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 7 years of experience in IT service management, with at least 3 years in a leadership role (e.g., Service Desk Manager, Operations Manager).
- Proven track record of managing large-scale IT service delivery in complex environments.
- Strong knowledge of ITIL frameworks, service desk tools (e.g., ServiceNow, Zendesk), and IT service management (ITSM) best practices.
- Excellent leadership, communication, and stakeholder management skills.
- Experience with financial management, budgeting, and cost optimization in IT operations.
- Certifications such as ITIL v4, PMP, or Six Sigma are highly desirable.
- Ability to work remotely and manage teams across different time zones.