Whois sa.global sa.global addressesindustry challenges through vertical-focussed solutions. Leveraging moderntechnologies like AI and Copilot, we empower organizations to make intelligentdecisions and act faster. Our solutions and services are 100% based on Microsoftbusiness applications and the Microsoft Business cloud, and benefit advertisingand marketing, accounting, architecture and engineering, consulting,homebuilding, legal, and IT services companies. Through our industry-firstapproach, we want to put solutions in the hands of people closest to theproblem to enable organizations to act faster and make intelligentdecisions. Over800,000 users in 80 countries around the world relyon sa.global's industry-focused expertise to gain value faster, adaptquickly to changes, and build for the future. We have 30+ years of real-worldexperience, we are an 11-time winner of the Microsoft Dynamics Partner of theYear Award, and we've been a part of Microsoft's elite Inner Circle for11years. Our global organization has a 1000-member team across 25 countries. Formore information, visit www.saglobal.com. WhyChoose sa.global Open,flexible, vibrant, collaborative, and diverse – these are just some of theterms that our employees use to describe the culture at sa.global. We believeand encourage innovative and dynamic thinking. Our culture and values give usthe 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, weconstantly strive to provide an inclusive work environment. Our employees comefrom varied cultural and social backgrounds, and we strive each day to worktowards 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 lookingfor 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 ofexceptional service experiences by prioritizing client needs, maintainingstrong stakeholder relationships, exceeding expectations, and driving clientsatisfaction and loyalty. Additionally, coordinating a globally positionedtechnical team of professionals while ensuring optimal service delivery tomultiple client accounts. This role demands a comprehensive understanding ofITIL best practices, managed services, and excellent communication skills. Youwork with a team that has passion for their work, a good sense of fun, and astrong work ethic. You encourage a collaborative work environment that supportsgrowth and change and allows you to build up a business, define new ways ofdoing 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, andExperience 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