APAC Digital Experience Support Manager

We are hiring: APAC Digital Experience Support Manager

Location: Jakarta, Indonesia

Work Mode: Onsite

Your impact on the team

You will be responsible for ensuring the availability, stability, security, and impeccable support of APAC Digital Services provided through the DDC Digital Towers across APAC, 24/7. This position requires a strategic thinker, and a strong collaboration with cross-functional teams and stakeholders, to establish and maintain clearly defined processes and an updated Support Matrix across all Digital Towers. The role encompasses overseeing various services, including DXP, SAP, ERP, VMS, DMS (Incadea, Autoline), covering both the Digital front end and Backend Operations.

What you'll do

• Incident and Problem Management
• Major Incident Coordination
• Communication: Establish and maintain clear communication channels with stakeholders.
• Service Performance Oversight
• Support Matrix Management
• Service Delivery Coordination
• Act as the primary coordination point between APAC Markets, Global Digital Towers, and IT leadership to ensure seamless operational support of Digital Services
• Collaboration with Delivery Teams
• Process Improvement & Automation
• Service Reporting & Insights
• Documentation & Knowledge Management.

About You

• Bachelor's degree in Information Technology, Computer Science, or related field
• Minimum 5 years experience in IT Service Management, Digital Platforms Support, or Service Delivery operations.
• Proven experience in a similar role, preferably in Digital Services, Finance or Business experience.
• Strong understanding of Digital Platforms, eCommerce, Web based applications, SalesForce, Integration protocols (i.e. APIs, File transfer), SAP, ERP, VMS, DMS (Incadea, Autoline or similar dealer management systems), and related technologies.
• Solid understanding of ITIL-based service management practices including Incident, Problem, and Change Management.
• Strong analytical and problem-solving capabilities to manage complex service environments.
• Strong stakeholder management skills, with the ability to collaborate across multiple markets and global teams.
• Knowledge of Network & Cloud Infrastructure (NCI) is an advantage to enable effective cross-domain coordination and end-to-end service management.
• Experience in service performance monitoring, SLA management, and operational reporting.
• Excellent communication and coordination skills in a multi-country environment.
• Knowledge of industry best practices in digital experience support.
• Automotive industry experience is advantageous.

We offer you

At Inchcape, we're shaping the future of mobility, and you're invited to shape it with us. You'll join a collaborative culture that values wellbeing, growth, and inclusion. Through impactful work, ongoing development, and global and local rewards, we create a workplace for people to succeed and fulfil your aspirations.

Start your journey

Join our team and become part of a leading global automotive company that is transforming tomorrow, together

About us

Inchcape is the leading global automotive distributor operating in 38 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future.

Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We're a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow. Discover more at www.inchcape.com

Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role.