Who
is sa.global sa.global addresses
industry challenges through vertical-focussed solutions. Leveraging modern
technologies like AI and Copilot, we empower organizations to make intelligent
decisions and act faster. Our solutions and services are 100% based on Microsoft
business applications and the Microsoft Business cloud, and benefit advertising
and marketing, accounting, architecture and engineering, consulting,
homebuilding, legal, and IT services companies. Through our industry-first
approach, we want to put solutions in the hands of people closest to the
problem to enable organizations to act faster and make intelligent
decisions.
Over
800,000 users in 80 countries around the world rely
on sa.global's industry-focused expertise to gain value faster, adapt
quickly to changes, and build for the future. We have 30+ years of real-world
experience, we are an 11-time winner of the Microsoft Dynamics Partner of the
Year Award, and we've been a part of Microsoft's elite Inner Circle for11
years. Our global organization has a 1000-member team across 25 countries.
For
more information, visit www.saglobal.com.
Why
Choose sa.global Open,
flexible, vibrant, collaborative, and diverse – these are just some of the
terms that our employees use to describe the culture at sa.global. We believe
and encourage innovative and dynamic thinking. Our culture and values give us
the extra edge to help us scale greater heights.
Led by our Core Values: Agile, Capable, and Committed, which form an integral part of who we are, we
constantly strive to provide an inclusive work environment. Our employees come
from varied cultural and social backgrounds, and we strive each day to work
towards making sa.global a great place to work.
Values of sa.global Contribute
towards a working environment that represents "one sa.global" where
everyone is seen as an equal, and equality and diversity is championed Interact
with a wide variety of colleagues, customers, and stakeholders at all
levels with respect, courtesy, and professionalism Come as you
are, make work fun & others successful, and foster an always learning
mentality Position Overview sa.global is looking
for a driven Service Manager for our Global Managed Services Team. This role can be based in Indonesia, Malaysia, or the Philippines. The Service Manager holds a pivotal role in ensuring the delivery of
exceptional service experiences by prioritizing client needs, maintaining
strong stakeholder relationships, exceeding expectations, and driving client
satisfaction and loyalty. Additionally, coordinating a globally positioned
technical team of professionals while ensuring optimal service delivery to
multiple client accounts. This role demands a comprehensive understanding of
ITIL best practices, managed services, and excellent communication skills.
You
work with a team that has passion for their work, a good sense of fun, and a
strong work ethic. You encourage a collaborative work environment that supports
growth and change and allows you to build up a business, define new ways of
doing things, and explore new paths.
Primary Measures Client
Satisfaction and Retention Quality of
Delivery Major Areas of Responsibility IT Service Management (ITSM) Oversee and manage IT service
delivery for Microsoft Business Applications, ensuring alignment with
client needs and industry best practices Service Level Management (SLMO) Uphold defined service level
agreements (SLAs) and key performance indicators (KPIs) to measure and
improve service delivery efficiency and effectiveness Relationship Management (RLMT) Act as the primary point of
contact for clients, cultivating strong relationships and addressing
concerns to ensure overall client satisfaction People Management (PEMT) Coordinate resources,
prioritize tasks, and manage workloads to ensure timely resolution of
service requests, and change management activities Service Improvement (SFIM) Drive continuous improvement
initiatives, identifying and implementing changes to enhance service
delivery Business Analysis (BUAN) Collaborate with clients to
understand business needs, providing strategic guidance and
recommendations to optimize managed services Key Responsibilities Day-to-day client engagement,
management of the service level agreements, and acting as a point of
escalation Own client communications and
manage relevant communications between the various stakeholders Maintain high performing
delivery of managed services as defined in the client contract Maintain strong stakeholder
relationships and ensure high client satisfaction Take ownership of major
incidents to ensure coordination of resolving parties, effective
communication to stakeholders and post incident review Be accountable for the
quality of service and performance Identify and implement
managed service growth opportunities Drive customer, internal, and
third-party service review meetings covering performance, service
improvements, quality, and processes Work closely with other teams
(e.g., application support/development, infrastructure, and client) to
ensure seamless service delivery Knowledge, Skills, and
Experience Proven experience in Service
Management or similar role within a Managed Services environment, with a
focus on Microsoft Business Applications Understanding or experience
working with ITIL framework Strong organizational skills
with the ability to manage multiple priorities and client accounts
simultaneously A strong dedication to
ensuring client satisfaction and delivering value to clients A passion for people and
creating an environment that delivers exceptional customer experiences The ability to engage others
through putting the needs of the team first while balancing client
priorities Self-motivated and able to
work autonomously and as a team member