Assistant Manager, IT Service Delivery

1 week ago

Shah Alam, Selangor, Malaysia CARLSBERG BREWERY MALAYSIA Full time
Assistant Manager, IT Service Delivery (2 years contract)

Responsible for managing, supporting, and improving the delivery of IT services related to enterprise applications such as SAP ECC, Payroll2U, Contract Management System and other critical business systems.

Responsibilities:

Service Delivery Management

  • Ensure end-to-end delivery of IT services for enterprise applications like SAP ECC & Contract Management, Payroll2U and other business-critical platforms.
  • Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to ensure timely and quality service delivery.
  • Collaborate with business units to understand their requirements and align IT services accordingly.
  • Manage incidents, service requests, and escalations.

Operational Support

  • Oversee the day-to-day operation of SAP modules (e.g. QM, PM, MM), Contract Management System and other enterprise systems.
  • Coordinate with internal IT teams and external vendors to resolve technical issues and minimize downtime.
  • Manage and perform application configuration, upgrades, patches, and enhancements to ensure business continuity and system stability.
  • Conduct root cause analysis (RCA) for recurring issues and implement solutions to prevent future occurrences.

Project Management

  • Support the deployment of new enterprise application modules, features, and integrations.
  • Work with project managers to ensure timely and cost-effective delivery of IT initiatives.
  • Participate in planning, testing, and rollout activities for applications.
  • Lead small to medium-scale projects related to system enhancements, migrations, or process improvements.

Stakeholder Engagement

  • Act as the primary point of contact for business stakeholders regarding enterprise application services.
  • Facilitate communication between business teams, IT teams, and external vendors to ensure alignment.
  • Provide regular updates, reports, and dashboards to stakeholders on system performance, issues, and improvement plans.

Change and Release Management

  • Follow established change management protocols for introducing new features or updates to enterprise applications.
  • Coordinate with cross-functional teams to plan and execute releases with minimal disruption to business operations.
  • Ensure proper documentation of all changes and updates.

Vendor and Partner Management

  • Liaise with external vendors to ensure the timely delivery of services and resolution of issues.
  • Evaluate vendor performance and provide feedback for continuous improvement.
  • Negotiate service contracts and agreements to optimize costs and service quality.
  • Identify opportunities to optimize existing processes and systems to improve efficiency and performance.
  • Stay updated on the latest trends, updates, and best practices related to SAP and enterprise applications.
  • Drive automation initiatives to reduce manual tasks and improve operational efficiency.

Compliance and Security

  • Ensure enterprise applications comply with relevant regulatory, security, and governance standards.
  • Collaborate with IT security teams to address vulnerabilities and ensure data protection.
  • Support audits by providing necessary documentation and system information.

Team Leadership and Knowledge Sharing

  • Provide guidance and mentorship to junior team members or peers.
  • Organize and conduct training sessions for end-users and internal teams on application usage and best practices.
  • Ensure knowledge transfer and documentation for all key processes and systems.

User Access Management

  • Follow established access management procedure & policy for user access creation and update in enterprise applications.
  • Collaborate with business owner on user access review and housekeeping.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 5+ years of experience in IT service delivery, with a focus on SAP, Contract Management, or other enterprise applications.
  • Certifications in SAP, Project Management or ITIL are a plus.
  • Strong functional knowledge of SAP modules (e.g., QM, PM, MM) and their integration points.
  • Knowledge of SAP ABAP and SAP user access management.
  • Good understanding of enterprise application architecture and integration with other systems.
  • Experience with ITIL processes (Incident, Problem, Change Management).
  • Knowledge of database systems, cloud platforms, and APIs for enterprise applications.
  • Excellent problem-solving and analytical skills.
  • Strong communication and stakeholder management abilities.
  • Ability to work under pressure and manage multiple priorities.
  • Ability to work independently with adaptability.
  • Dedicated team player with leadership and influence skills.
  • Project management skills.
  • Good written and spoken in English.

Job type: Contract

Working Time: Monday - Thursday 8.15am to 5pm, Friday 8.15am to 4pm

We regret to inform only shortlisted candidates will be notified.

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