Service Delivery Manager

**SERVICE DELIVERY MANAGER - INCIDENT AND PROBLEM MANAGEMENT**

**Location**: Cyberjaya/Putrajaya, Malaysia

**Employment Type**: Full-Time/ Contract

**JOB SUMMARY**

We are seeking an experienced Service Delivery Manager specializing in Incident and Problem Management to **oversee IT service operations for a leading global banking institution**. The role involves **ensuring seamless service delivery, managing critical incidents**, driving root cause analysis, and implementing long-term solutions to enhance service reliability. You will **lead the Malaysian support team’s efforts** to improve incident and problem management processes, optimize operations, and support global teams in Europe and the Americas.

**KEY RESPONSIBILITIES**

**Incident Management**
- Lead the end-to-end management of IT incidents to ensure prompt resolution and mínimal business impact.
- Define and implement efficient incident management workflows, including escalation protocols and resolution timelines.
- Collaborate with global teams to align incident management practices with international standards.
- Monitor and report on incident trends, root causes, and resolution effectiveness.
- Ensure timely communication with stakeholders during critical incidents, providing updates and post-incident reviews.

**Problem Management**
- Establish and drive problem management processes to identify and eliminate recurring issues.
- Conduct thorough Root Cause Analysis (**RCA**) for major incidents and implement Corrective and Preventive Actions (**CAPA**).
- Maintain a problem management database to document known errors and workarounds.
- Work with cross-functional teams to design and implement long-term solutions for persistent issues.
- Regularly review problem management performance metrics and provide insights to leadership.

**Service Delivery Optimization**
- Oversee the performance of IT services to ensure alignment with agreed service level agreements (SLAs) and key performance indicators (KPIs).
- Continuously identify opportunities to improve service delivery, focusing on efficiency and cost-effectiveness.
- Collaborate with process owners to streamline workflows and eliminate bottlenecks.
- Implement automation tools and best practices to enhance service reliability and reduce manual efforts.

**Business Continuity and Resilience**
- Develop a Comprehensive Business Continuity Plan (**BCP**) tailored for banking operations to ensure preparedness for unexpected disruptions.
- Conduct regular stress tests to evaluate the operational resilience of IT systems under peak loads and adverse scenarios.
- Establish clear communication channels and protocols to manage incidents and downtimes effectively.
- Collaborate with global teams to align BCP strategies with international standards and practices.

**Team Leadership and Development**
- Lead and mentor the Malaysian Production Analyst support team, fostering a culture of excellence and collaboration.
- Develop training programs and resources to upskill team members on incident and problem management best practices.
- Conduct regular team meetings to discuss performance, address challenges, and celebrate achievements.
- Act as the primary point of contact for incident and problem management issues within the Malaysian team.

**Stakeholder Engagement**
- Build strong relationships with internal and external stakeholders, ensuring alignment of expectations and objectives.
- Communicate effectively with senior management and global teams regarding service delivery performance and challenges.
- Serve as a liaison between the Malaysian support team and global hubs in Europe and the Americas.

**Compliance and Risk Management**
- Ensure all incident and problem management processes adhere to regulatory requirements and corporate policies.
- Identify potential risks in IT operations and develop mitigation strategies to address them.
- Collaborate with compliance teams to ensure readiness for audits and inspections.

**QUALIFICATIONS AND SKILLS**

**Educational Background**
- Bachelor’s degree in information technology, Computer Science, or a related field. A master’s degree is a plus.

**Experience**
- Minimum **10 years** of experience in IT service delivery, with a focus on incident and problem management.
- Proven track record of managing IT operations in the banking or financial services sector.
- Experience working in a global environment with exposure to international IT standards and practices.

**Technical Skills**
- Proficiency in IT Service Management (**ITSM**) tools such as **ServiceNow**, **Remedy**, or **JIRA**.
- Strong understanding of **ITIL** frameworks, particularly incident, problem, and change management processes.
- Knowledge of root cause analysis techniques and tools.
- Extensive knowledge of IT Infrastructure and Production technologies to optimize service delivery.
- Basic understanding of banking operations, particularly securities, asset servicing, and custody serv