job description
Join Xcellink Pte Ltd, a leading provider of innovative IT solutions and services, as our Service Delivery & Operations Manager in the vibrant and dynamic setting of Bali, Indonesia. This contract role offers a unique opportunity to oversee service delivery, optimize operational processes, and drive excellence in IT service management across our growing client base in the region.
In this pivotal role, you will be responsible for ensuring seamless service delivery, managing client expectations, and leading a high-performing team to achieve operational excellence. You will collaborate with cross-functional teams to implement best practices, streamline workflows, and enhance service quality, all while enjoying the unparalleled work-life balance that Bali has to offer.
As a key member of our team, you will play a critical role in shaping the future of our IT service delivery, fostering strong client relationships, and contributing to the growth and success of Xcellink in the Indonesian market. If you are a strategic thinker with a passion for IT operations and a desire to work in one of the world’s most sought-after destinations, this is the perfect opportunity for you.
Xcellink is committed to fostering a diverse and inclusive workplace. We offer competitive compensation, professional development opportunities, and a collaborative work environment where your contributions are valued and recognized.
Responsibility
- Oversee the end-to-end delivery of IT services, ensuring alignment with client expectations and contractual obligations.
- Lead and mentor a team of service delivery professionals, fostering a culture of accountability, collaboration, and continuous improvement.
- Develop and implement operational processes and best practices to enhance service quality, efficiency, and scalability.
- Monitor service performance metrics, identify areas for improvement, and drive initiatives to optimize service delivery.
- Act as the primary point of contact for clients, addressing escalations, resolving issues, and ensuring high levels of client satisfaction.
- Collaborate with internal teams, including IT, sales, and support, to ensure seamless service transitions and ongoing client success.
- Manage service level agreements (SLAs), ensuring compliance and driving accountability across the organization.
- Stay abreast of industry trends and emerging technologies to recommend innovative solutions that enhance service delivery.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 5 years of experience in IT service delivery, operations management, or a related role, with at least 2 years in a leadership position.
- Proven track record of managing service delivery teams and driving operational excellence in a fast-paced environment.
- Strong understanding of ITIL frameworks, service management principles, and best practices in IT operations.
- Excellent communication, negotiation, and stakeholder management skills, with the ability to build and maintain strong client relationships.
- Experience with service level agreements (SLAs), performance metrics, and continuous improvement initiatives.
- Certifications such as ITIL, PMP, or Six Sigma are highly desirable.
- Ability to work independently, manage multiple priorities, and thrive in a dynamic, contract-based role.