job description
Join KMC Solutions as a Service Delivery Manager in a dynamic remote role aligned with US business hours. This position is based in the vibrant regions of Bali, Indonesia, offering a unique blend of professional growth and lifestyle flexibility.
As a Service Delivery Manager, you will play a pivotal role in managing strategic vendor partnerships, ensuring seamless service delivery, and driving operational excellence. Your expertise will be instrumental in maintaining high standards of governance, fostering strong stakeholder relationships, and optimizing processes to meet business objectives.
This role is ideal for a results-driven professional with a passion for IT service management, vendor coordination, and cross-functional collaboration. You will work closely with global teams to align service delivery with organizational goals, ensuring efficiency, scalability, and customer satisfaction.
At KMC Solutions, we empower our team members with the tools and autonomy to excel in a remote, US-shift environment, while enjoying the cultural richness and work-life balance that Bali offers.
Responsibility
- Oversee and manage strategic vendor partnerships to ensure alignment with business goals and service level agreements (SLAs).
- Lead service delivery operations, including performance monitoring, issue resolution, and continuous improvement initiatives.
- Develop and implement operational governance frameworks to maintain compliance, risk management, and quality standards.
- Act as the primary point of contact for stakeholder management, addressing concerns and fostering collaborative relationships.
- Drive process optimization to enhance efficiency, reduce costs, and improve service quality.
- Prepare and present performance reports, metrics, and insights to senior leadership and clients.
- Coordinate with cross-functional teams (IT, Finance, HR) to ensure seamless integration of services and resources.
- Identify and mitigate risks related to service delivery, ensuring business continuity and client satisfaction.
Qualifications
- Bachelor’s degree in Business Administration, IT, or a related field; Master’s degree is a plus.
- Minimum 5+ years of experience in service delivery management, vendor management, or IT operations.
- Proven track record in managing strategic partnerships and driving operational excellence.
- Strong understanding of ITIL, SLA frameworks, and governance models.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to work independently in a remote setting with a US time zone alignment.
- Proficiency in project management tools (e.g., JIRA, Asana) and data analysis.
- Certifications such as ITIL, PMP, or Six Sigma are highly advantageous.