Service and Delivery Manager

Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta, Indonesia
IDR 50,000,000
Industrial
Executive Management

Executive recruitment company Monroe Consulting Group Indonesia is recruiting on behalf of a public listed company in Europe with business in engineering services. As expansion continues, our client is seeking a professional with at least 20 years’ experience in Engineering Services in multinational company for the job of Service and Delivery Manager. The job is based in Jakarta, Indonesia. 

The Service and Delivery Manager will identify a client's needs and oversee the delivery of engineering services. They will manage a team and monitor all employees within the service & delivery department. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner.

Job responsibilities:

  • Report directly to the CEO
  • Establish and refine delivery processes to ensure that each customer gets the same great experience
  • Hold all service departments and employees within these teams accountable for carrying out required tasks and providing great customer service
  • Assess customer feedback and improve procedures accordingly to ensure that great customer service is provided at all times
  • Evaluate a customer’s experience against a set of customer satisfaction goals and criteria and conduct additional research when results fall below these
  • Ensure that processes are efficient and cost-effective to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process 
  • Responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise 
  • Ensure all activities are performed in compliance with the company procedures manual and the following company values: Absolute Client Focus, Integrity, Honesty, Transparency and Total Quality 
  • Be responsible for the Formalities Team of the Company and Client, including: managing RPTKA, KITAS, Visa and other documents related to the recruitment of expatriates, both for internal requirements and clients 
  • Plan and manage the Service Department activities of the company’s services by performing the duties personally or through subordinate personnel 
  • Review contract documents, both for personal employment contracts and commercial contracts with clients, prior to the work contracts agreed upon with clients
  • Liaise with the Finance Department to assure the details of new-hires, as well as resigned and terminated client-based personnel are recorded properly and accurately invoiced
  • Responsible for promoting the company and its services to existing clients to increase sales growth and liaise with Business Development regarding quotations and tenders 
  • Manage Quality Assurance and Quality Control for AEI and JVM documentation and communication both for internal and external requirements 
  • Manage and control ongoing written headcount reports at various contractor projects on a weekly/monthly basis
  • Ensure the appropriate flow, collection and archiving of key business information

Job requirements:

  • Bachelor’s Degree/Professional Degree in Engineering, or related field, with at least 20 years’ experience in engineering services and projects, within a multinational company 
  • 20+ years’ experience managing teams in an outsourced/operations environment with multilingual teams 
  • Experience managing large teams (upward of 25 people)
  • Leadership/management Training certificates are an advantage
  • Management Professional Certificates are an advantage
  • Experience in multi party management (i.e. with subcontractors, clients, other vendors etc.)
  • Content moderation experience (i.e. Policy creation) 
  • Demonstration of ability to meet SLA’s /metrics
  • Revenue/financial management experience, pertaining to client contract values
  • Excellent negotiation, influence, mediation, and conflict management skills
  • Service-focused with the ability to meet targets on a continuing basis 
  • Ability to be flexible and work analytically in a problem-solving environment 
  • Good computer skills to analyse data and create reports 
  • Analytical skills and the ability to interpret information from numerous sources to prepare and present reports
  • Detail-oriented and able to find focused solutions to business problems

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