Ensure all services are delivered according to specific standards and expectations. Ensuring compliance with service management governance standards and policies in the areas of IT application, development, and maintenance. Engaging and driving major incident topics to successful closure within the given SLA while maintaining effective communication channels with customer and relevant stakeholders in timely manner. Also ensuring a post review is conducted via problem management to avoid recurrences. Monitoring, evaluating, and addressing service delivery performance. Recommending service improvements. Providing accurate and regular reports to the management on performance of the service delivery Facilitating communications to the business (e.g. Incident alerts, change freezes etc.). Contributing to business-oriented IT service catalogue for their applications including links to business processes, service levels, and request management for IT services. Develop, implement, and maintain quality assurance protocols. Monitoring critical application governance, reporting on service level performance, and generating improvement actions where necessary. Understand the business needs, priorities, and opportunities. Manage key internal and external stakeholder relationships across the organization to achieve engagement to change and provide technical leadership in the design and development of new IT solutions. Managing customer satisfaction, service improvement programs, and escalation and complaint management. Identify customer service improvements and opportunities. Establish and maintain a positive customer impression and relationship. Proactively identify, mitigate, and track recurring customer service issues.

Jakarta Pusat