Head Operasional

About the role

Head of Operations responsible for ensuring all operational activities of the company run effectively, in a controlled manner, in accordance with SLA and procedures, and ensuring operational risks are monitored and reported regularly to management.

Key responsibilities

• Ensure all operational activities run effectively and in accordance with SLA and procedures
• Monitor and report operational risks regularly to management
• Lead and manage cross-functional operational teams
• Manage IT Operations processes including service delivery, incident management, problem management, and change management
• Develop and monitor SOP, SLA, KPI, operational dashboards, and management reporting
• Analyze operational performance, constraints, and risks, and provide improvement recommendations to management
• Prepare weekly, monthly, and management reports on operational achievements, SLA, incidents, issues, risks, and action plans
• Coordinate with technical teams, business units, vendors, clients, and management
• Monitor operational risks including risk identification, assessment, mitigation planning, and risk monitoring

About you

• Minimum S1 degree in Management, Information Technology, Information Systems, Industrial Engineering, or related field
• Minimum 8 years of experience in operations, particularly in IT companies, managed services, technology services, or similar industries
• Experience leading teams and managing cross-functional operations
• Understanding of IT Operations processes, service delivery, incident management, problem management, change management, and operational support
• Understanding of operational risk concepts, risk identification, risk assessment, mitigation planning, and risk monitoring
• Experience in developing and monitoring SOP, SLA, KPI, operational dashboards, and management reporting
• Strong leadership, analytical thinking, problem-solving, decision-making, and stakeholder management capabilities
• Ability to communicate and present effectively and work in high-priority situations
• Understanding of business continuity, disaster recovery, audit, compliance, and governance principles is an added value