Service Delivery Project Manager

About the Role:

The Service Delivery Manager serves as the primary governance authority and the single point of contact between Lintasarta and IOH across all managed service operations.

Active during the mobilization phase (3 months), this role establishes all operational frameworks, governance mechanisms, and team structures before formally transitioning accountability to the Operations Manager for the full BAU contract duration. The SDM retains strategic oversight of service governance throughout the transition.

Responsibilities:

• Owns end-to-end SLA delivery (L1 through L3), including SLA governance tracking, ticket quality governance, and periodic operational reporting to IOH.
• Serves as the designated IOH SPOC for all operational, commercial, and governance communications, coordinating across internal shift teams, DC operators, and OEM partners.
• Establishes all operational frameworks during mobilization, shift rosters, escalation workflows, ITSM configuration, monitoring platform deployment, and on-call schedules.
• Leads Monthly Incident & Problem Reviews with IOH, driving RCA outcomes into permanent corrective actions and championing continuous service improvement (CSI) initiatives.
• Maintains staffing governance, ensuring adequate shift coverage at all times and managing personnel onboarding and replacement coordination.
• Executes formal handover to the Operations Manager at the end of the mobilization phase, ensuring full operational continuity with zero disruption to service delivery.

Qualifications:

• Experience: 8+ years in IT services | 5+ years in managed-service leadership.
• Certification: ITIL 4 or PMP certificate
• Language: English & Bahasa Indonesia

Required Skills : 

• Strong leadership and management skills.
• Excellent communication and interpersonal abilities.
• Proficient in IT service management frameworks.

Preferred Skills: 

• Experience with continuous service improvement initiatives.
• Familiarity with operational governance mechanisms.