job description
Join Thatz International as a Service Delivery Manager in the heart of Bali and lead the transformation of charity onboarding, service delivery, and client support. This role is pivotal in standardizing processes, enhancing operational efficiency, and fostering long-term relationships with clients in the Information & Communication Technology (ICT) sector.
Based in the vibrant region of Badung (covering Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, or Kuta), you will drive seamless service delivery, ensuring that charitable organizations and partners receive world-class support. Your expertise will help streamline workflows, improve scalability, and align service offerings with client needs, ultimately contributing to impactful social initiatives.
This is a contract-based opportunity offering a competitive salary range of $5,500 – $8,000 per month, ideal for a dynamic professional passionate about technology, process optimization, and making a difference in the nonprofit space.
Responsibility
- Lead the end-to-end onboarding process for charity partners, ensuring a smooth and efficient transition into Thatz International’s service ecosystem.
- Develop and implement standardized service delivery frameworks to enhance consistency, quality, and scalability across projects.
- Oversee client support operations, resolving escalations and ensuring high satisfaction through proactive communication and problem-solving.
- Collaborate with cross-functional teams (IT, Operations, and Client Success) to align service delivery with organizational goals and client expectations.
- Monitor and analyze service performance metrics, identifying areas for improvement and driving data-driven decision-making.
- Strengthen client relationships through regular check-ins, feedback sessions, and tailored service recommendations.
- Manage contract compliance and SLA adherence, ensuring all deliverables meet agreed-upon timelines and quality standards.
- Stay updated on ICT trends and charity sector best practices to innovate and enhance service offerings.
Qualifications
- Bachelor’s degree in Business Administration, Information Technology, or a related field; Master’s degree is a plus.
- Proven experience (5+ years) in service delivery management, client success, or project management, preferably in the ICT or nonprofit sector.
- Strong understanding of process standardization, workflow optimization, and service-level agreements (SLAs).
- Excellent communication, negotiation, and stakeholder management skills to engage with clients and internal teams effectively.
- Proficiency in CRM tools (e.g., Salesforce, HubSpot) and project management software (e.g., Jira, Asana).
- Analytical mindset with the ability to interpret performance data and derive actionable insights.
- Experience working in multicultural or remote teams is highly desirable.
- Passion for social impact and charity sector operations is a significant advantage.