JOB PROFILE

Position: Service Delivery Manager
Work Location: Subang Jaya
Employment Type: Contractual

Roles and Responsibilities

• Managing the delivery of support services end-to-end as outlined in the contracts.
• Serve as the primary point of contact for clients on all service delivery matters.
• Ensure timely and high-quality delivery of all IT services; aligning with contractual deliverables; and ensuring contractual goals are achieved.
• Develop and maintain strong, long-term relationships with key clients and stakeholders.
• Act as an escalation point for all service-related issues and ensure timely and effective resolution.
• Ensure optimum Customer Experience is achieved to ensure Customer Satisfaction Index is met.
• Lead, mentor, and manage the service delivery team, fostering a collaborative and high-performance culture.
• Ensure the team has the necessary skills and resources to meet delivery goals.
• Work closely with resources team to manage staffing levels, allocate resources, and support the professional growth of team members.
• Collaborating with cross-functional teams to ensure seamless service delivery.
• Familiarization with internal work processes, policies and procedures.
• Familiarization with distinct business or commercial documents and business transaction process.
• Manage and monitor SLAs, OLAs, and KPIs to meet defined service performance standards.
• Conduct regular service reviews with clients and internal stakeholders to report on performance and discuss improvements.
• Use performance data to identify trends, pinpoint inefficiencies, and drive improvements.
• Oversee major incident management and problem management activities, ensuring swift restoration and root cause analysis.
• Implement continuous improvement initiatives.
• Reduce costs without compromising service quality.
• Identify opportunities to increased sales and retention.
• Manage vendor performance according to defined SLAs and contractual obligations.
• Ensure that parts are always available.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline; equivalent professional experience will also be considered.
• ITIL Foundation certification required; advanced ITIL certifications, Project Management Professional (PMP), or Six Sigma certification are highly desirable.
• Minimum of 3 years of experience in IT service delivery, service management, or a similar client-facing technology role within a fast-paced environment.
• Technical Expertise:
  • Strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
  • Working knowledge of IT infrastructure components, cloud platforms, and enterprise business applications.
  • Hands-on experience using service management and project management tools (e.g., ServiceNow, Jira, Asana, or equivalent).
• Familiarity with financial concepts such as revenue, cost, gross profit, direct expenses, shared costs, and profit and loss statements.
• Proven ability to lead, motivate, and manage cross-functional teams to deliver high-quality IT services and meet performance objectives.
• Excellent verbal and written communication skills, with the ability to build strong relationships with stakeholders at all levels.
• Strong analytical mindset with the ability to assess complex issues, identify root causes, and implement effective solutions.
• Demonstrated commitment to delivering outstanding customer service and maintaining a client-centric approach.
• Ability to thrive in a dynamic, fast-changing environment, managing multiple priorities while maintaining attention to detail.
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