Manager/assistant Manager, IT Service Delivery

18 hours ago

Shah Alam, Malaysia Carlsberg Full time

**Responsibilities**:
Service Delivery Management
- 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. FI/CO, MM, SD, PP), Kinaxis RapidResponse, SAP BW, DMS, and other enterprise systems.
- Coordinate with internal IT teams and external vendors to resolve technical issues and minimize downtime.
- Conduct root cause analysis (RCA) for recurring issues and implement solutions to prevent future occurrences.

Project Management
- Work with project managers to ensure timely and cost-effective delivery of IT initiatives.
- Lead small to medium-scale projects related to system enhancements, migrations, or process improvements.

Stakeholder Engagement
- 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
- Coordinate with cross-functional teams to plan and execute releases with mínimal disruption to business operations.
- Ensure proper documentation of all changes and updates.

Vendor and Partner Management
- Liaise with external vendors (e.g., SAP, Kinaxis, Accenture, etc.) 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.

Continuous Improvement
- Identify opportunities to optimize existing processes and systems to improve efficiency and performance.
- Drive automation initiatives to reduce manual tasks and improve operational efficiency.

Compliance and Security
- 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.
- Ensure knowledge transfer and documentation for all key processes and systems.

User Access Management
- Collaborate with business owner on user access review and housekeeping.

**Requirements**:

- With a Bachelor’s Degree in Computer Science, Information Technology, or related field.
- Certifications in SAP, Kinaxis, or ITIL are a plus.
- Strong functional knowledge of SAP modules (e.g., FI/CO, MM, SD, PP) and their integration points.
- Basic knowledge in SAP ABAP and user access management.
- Familiarity with Kinaxis RapidResponse, including configuration and operational support.
- Experience with ITIL processes (Incident, Problem, Change Management).
- Excellent problem-solving and analytical skills.
- Strong communication and stakeholder management abilities.
- Ability to work under pressure and manage multiple priorities.
- Team-oriented with leadership and mentoring capabilities.
- Project management skills.

**Job Details**:
**Workplace**

Shah Alam, MY

**Job type**

Permanent

**Part time / Full time**

Full time

**Working Time**

Monday - Thursday 8:15am - 5pm

Friday 8:15am - 4pm

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