Service Manager - Global Managed Services

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