job description
Join Stefanini as a Service Delivery Manager in beautiful Bali and lead the end-to-end delivery of cutting-edge IT Service Desk, Security Administration, Deskside Support, Tech Staffing, and BPO services for global clients. This is a unique opportunity to drive operational excellence, optimize service performance, and mentor high-performing teams in a dynamic, international environment.
As the cornerstone of our service delivery, you will ensure seamless IT and business process operations, aligning technology solutions with client expectations. Your leadership will be pivotal in maintaining SLAs, improving efficiency, and fostering innovation across multiple service lines. Bali’s vibrant tech ecosystem and Stefanini’s global reach provide the perfect backdrop for a rewarding career in IT service management.
If you thrive in fast-paced settings, have a passion for service excellence, and possess a strategic mindset, we invite you to apply and shape the future of digital transformation with us.
Responsibility
- Oversee the day-to-day delivery of Service Desk, Security Administration, Deskside Support, Tech Staffing, and BPO services, ensuring adherence to SLAs and client expectations.
- Develop and implement service improvement strategies to enhance operational efficiency, reduce downtime, and optimize resource allocation.
- Lead, mentor, and manage cross-functional teams (onshore/offshore) to deliver high-quality IT and business process solutions.
- Act as the primary point of contact for clients, addressing escalations, resolving issues, and maintaining strong stakeholder relationships.
- Monitor KPIs and performance metrics, providing actionable insights and reports to senior management and clients.
- Collaborate with IT, HR, and Finance teams to align service delivery with business goals, budget constraints, and compliance requirements.
- Drive process automation and digital transformation initiatives to streamline workflows and improve service quality.
- Ensure security and compliance standards are met across all delivered services, including data protection and access management.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. Master’s degree is a plus.
- Proven experience (5+ years) in IT Service Delivery Management, preferably in a global or outsourcing environment.
- Strong background in Service Desk, Security Operations, or BPO with a track record of managing large-scale projects.
- Certifications such as ITIL v4, PMP, or ISO 20000 are highly advantageous.
- Exceptional leadership, communication, and problem-solving skills with the ability to influence stakeholders at all levels.
- Proficiency in service management tools (e.g., ServiceNow, Jira, Zendesk) and Microsoft Office Suite.
- Familiarity with cybersecurity best practices and compliance frameworks (e.g., ISO 27001, GDPR).
- Ability to work in a fast-paced, multicultural environment with flexibility for occasional travel or hybrid work.