Service Manager

Location: Jakarta

Department: Business Solutions

Terralogiq is a Premier Google Cloud and Google Maps Partner, recognized for transforming how businesses interact with location intelligence and cloud infrastructure. We don’t just deploy technology; we ensure it thrives. Sitting at the intersection of data, cloud computing and AI, we help top-tier enterprises navigate complex digital transformations. We are a team of innovators, architects, and problem-solvers dedicated to unlocking the full potential of the Google ecosystem.

We are seeking a Services Manager to evolve our Managed Services and Support function from reactive repairs into a proactive strategic engine.

Your mission is to own the Day-2 Client Experience. Once a project goes live, you take the helm. You will lead the support teams ensuring bulletproof reliability, but your role goes beyond SLAs. You will act as a strategic advisor to our clients, analyzing their operational patterns to uncover opportunities for modernization. You will bridge the gap between "keeping the lights on" and "lighting up new possibilities," ensuring our clients are maximizing their investment in the Google Cloud and Maps platforms.

Instead of a checklist of daily duties, here is what success looks like in your first 12 months:

• Operational Stability: You have optimized the incident management workflow, maintaining a 95%+ CSAT score and ensuring 100% adherence to critical response and resolution SLAs.
• Platform Evolution (Strategic Growth): You have implemented a "Proactive Architecture Review" process. By analyzing support trends and usage data, you have identified and presented opportunities for clients to migrate new workloads to the cloud or adopt modern services (e.g., modernizing VMs to Kubernetes or adopting BigQuery), directly driving platform consumption.
• Team Development: You have built a culture of continuous upskilling, where engineers are not just closing tickets but actively gaining GCP and Maps certifications to handle complex Tier-2/3 challenges.
• Client Retention: You have solidified relationships with key stakeholders (CTOs, IT Directors), acting as the primary escalation point and trusted advisor, resulting in 100% retention of key enterprise accounts.

We are looking for a mix of consultative influence and technical management skills.

The Must-Haves:

• Leadership Experience: 5+ years of experience managing technical support, managed services, or site reliability engineering (SRE) teams, specifically within a B2B technology or consultancy environment.
• Cloud Ecosystem Knowledge: Strong conceptual understanding of Public Cloud infrastructure (Google Cloud Platform preferred, but AWS/Azure experience is transferable). You understand IaaS, PaaS, and data pipelines.
• Service Delivery Expertise: Proven track record in defining and managing SLAs, OLAs, and Incident Management processes (ITIL awareness).
• Client-Facing Polish: Experience presenting technical reviews and strategic recommendations to external executive stakeholders.

The Nice-to-Haves:

• Certifications: Google Cloud Digital Leader, Associate Cloud Engineer, or ITIL 4 Foundation certification.
• Geospatial Experience: Familiarity with Location Intelligence or Google Maps Platform APIs.
• Tooling: Experience configuring and optimizing ITSM tools like Zendesk, Jira Service Management, or Freshdesk.
  

• The Inner Circle: We are a Google Premier Partner. You will have access to alpha/beta products, direct lines to Google engineering, and high-visibility projects that other firms don't get.
• Autonomy & Impact: You won’t be a cog in a machine. You will own the technical direction of massive enterprise accounts and have the autonomy to make architectural decisions that matter.
• Holistic Growth: This role blends deep technical engineering with business strategy and account management—the perfect career accelerator for Architects looking to move into CTO or Practice Lead roles.