Regional Service Desk Delivery Manager

Location: Jakarta, Indonesia

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

Thales has been present in the Republic of Indonesia for 45 years in the defence, aerospace and space domains, delivering a wide range of civil and defence solutions that highlight our strong commitment to working with the Indonesian government and local stakeholders. In recent years, our innovative solutions in air traffic management systems and telecom satellites have further strengthened our presence in the country alongside our digital portfolio of solutions such as biometrics, data protection and cybersecurity now serving the needs of diverse customers in civil sectors.

We are seeking a Regional Service Desk Delivery Manager with a strong track record in team and/or project management at an international/regional level. The ideal candidate will have substantial expertise in managing service delivery commitments, leveraging performance indicators to ensure optimal outcomes. You demonstrate a customer-focused mindset and are known for your rigor, autonomy, and outstanding interpersonal skills. You are proactive, capable of addressing contractual issues, and highly organized, with a passion for embracing new challenges.

You will join the End User Support Tribe and specifically the team of the new GEMS contract. GEMS is a program aims at providing a global end user support in terms of Service Desk and Proximity services. The Service Desk service is composed of a 24x7 follow-the-sun Service Desk and a local Service Desk across Asia. You will be responsible for the quality-of-service commitments for the end-to-end end user support in your assigned region.

Key areas of responsibility:

Your role will be essential in maintaining and enhancing the overall service quality and meeting the expectations of the Global Business Unit on EUS services.

• Monitor End User services performance and user satisfaction through performance indicators with results-based validation with GEMS outsourcing partner.
• Coordinate actions with the local Entity representatives to achieve a high level of user satisfaction.
• Take account of regional CIO expectations and requests from GBU / CBU and to drive continuous service improvement plans.
• Communicate regularly with regional CIO and local Entity representatives on the performance and availability of End User services.
• Manage nonstandard requests with the contribution of internal and external stakeholders.
• Manage the roll out of end-user service transformation projects to increase user satisfaction and optimize operational efficiency.
• Monitor End User services budget (run & project) in conjunction with the International SDM.
• Establishing synergies with Regional Service Desk Manager & Regional Proximity Manager.

Requirements:

• Bachelor's degree in computer engineering or equivalent.
• Over 10 years of experience in IT, including at least 5 years in a leadership role as Head of Operational Service Desk.
• Familiarity and interest in Agile and Lean IT principles.
• Team management and leadership skills.
• Flexible and adaptable to changing situations.
• Knowledge and use of Servicenow/KiSS.
• General knowledge of IT Production environment in an End user support context.
• Strong analysis and synthesis skills.
• Ability to shift seamlessly between detailed and big-picture perspectives.
• Service-oriented with a strong user-centric approach.
• Excellent oral and written communication skills, with a strong ability to persuade and influence others.
• English proficiency is essential due to the nature of the work, which involves managing the Asia region.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.