Job Description

At Esri Indonesia, we help organisations use geospatial technology to make better decisions, solve complex problems and create meaningful outcomes for communities and economies.

We are seeking an accomplished Head of Delivery to lead and grow our Professional Services and Managed Services business in Indonesia.

It is a senior commercial and operational role for a technology-services executive who has personally owned a services P&L, led enterprise-scale delivery, built high-performing multidisciplinary teams and strengthened long-term customer relationships.

Reporting to the Country Manager and contributing to the company’s management team, you will be accountable for the performance, scalability and continued development of our services business.

About the Role

You will lead both Professional Services and Managed Services, with accountability for:

• Services revenue, profitability, margin, utilisation and operational performance
• Enterprise project implementations and managed service operations
• Delivery governance, contractual SLAs, quality and risk management
• Resource and workforce planning across multidisciplinary services teams
• Customer satisfaction, retention and executive-level relationships
• Development of commercially viable service offerings
• Organisational capability, leadership development and succession
• Alignment between delivery operations, sales strategy and customer outcomes

Your remit will include leadership of the Senior Manager Service Delivery, Project Management Office and Managed Services functions, while partnering closely with Sales, Solution Engineering, Customer Success, Finance, Legal, HR, regional delivery leadership and the Esri global communities of practice.

As such, you will be leading:

Services strategy and profitable growth

• Shape and execute the strategy for growing our Professional Services and Managed Services business.
• Identify market opportunities and develop focused service offerings that create measurable customer and commercial value.
• Establish clear performance priorities, KPIs and productivity measures.
• Work with Sales and Business Development to strengthen propositions, acquire customers and expand our position in strategic sectors.
• Connect delivery capability with customer demand, company strategy and sustainable business growth.

Commercial and operational performance

• Own the P&L performance of the services portfolio.
• Drive revenue, profitability, margin, utilisation and recurring services growth.
• Strengthen commercial discipline across scoping, proposals, resource planning and delivery.
• Establish transparent reporting and performance-management rhythms.
• Make informed decisions on capacity, service mix, investment and operational priorities.

Enterprise delivery and governance

• Oversee complex enterprise technology implementations and managed service operations.
• Establish effective governance across delivery performance, quality, SLAs, commercial controls and customer commitments.
• Identify and manage operational, commercial, delivery and customer risks.
• Introduce appropriate controls, escalation mechanisms and recovery plans.
• Improve delivery consistency through standardisation, automation and continuous improvement.

Customer and executive leadership

• Build trusted relationships with senior customer stakeholders and strategic partners.
• Act as a senior point of engagement for significant delivery and services matters.
• Ensure services translate into measurable customer outcomes, adoption and long-term value.
• Protect customer confidence through clear communication, accountability and proactive issue resolution.
• Use customer insight to strengthen service offerings and support retention and growth.

People and organisational capability

• Lead, coach and develop a high-performing, multidisciplinary Services organisation.
• Build the leadership capability and specialist expertise needed for future growth.
• Establish clear roles, decision rights and accountability across the function.
• Strengthen workforce planning, talent development and succession.
• Create an environment of collaboration, learning, ownership and high performance.

About You

We are specifically looking for candidates who can demonstrate and bring along both commercial ownership and delivery governance.

Experience within enterprise software, IT services, business analytics, systems integration or another complex technology environment is highly relevant. Previous experience working in a multinational or regional environment will also be advantageous.

We are seeking a credible, commercially minded services executive with:

• 10–15 years of relevant experience, including senior leadership within Professional Services, Managed Services, technology consulting or enterprise delivery.
• Demonstrated accountability for a services P&L, including revenue, profitability, margin, utilisation or comparable commercial measures.
• Hands-on leadership experience across both project delivery and managed services.
• Experience delivering enterprise-scale technology solutions in complex customer environments.
• A track record of leading multidisciplinary teams across delivery, consulting, support or related services functions.
• Strong knowledge of delivery governance, SLAs, quality management, commercial controls and risk.
• Evidence of developing service offerings that support customer adoption, retention and recurring revenue.
• Experience building organisational structure, leadership capability and succession.
• The presence and communication skills to influence customers, executives and cross-functional stakeholders.
• A results-oriented approach grounded in customer success, commercial performance and operational excellence.
• A tertiary qualification in Engineering, Computer Science, Information Technology or a related discipline is also desirable.

Discover how our values shape our impact, your journey begins with one click here: Our people

No recruitment agencies please. We are managing this recruitment process internally and will not accept unsolicited CVs or candidate introductions from agencies.