Assistant Manager, IT Service Delivery

12 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. 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.
- 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 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**:

- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Certifications in SAP, Project Management or ITIL are a plus. design/development or data migration.
- Strong functional knowledge of SAP modules (e.g., QM, PM, MM) and their integration points.
Knowledge of SAP ABAP and SAP user access management.
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.
Ability to work independently with adaptability
Dedicated team player with leadership and influence skills
Project management skills
- Good written and spoken in English

**Job Details**:
**Workplace**
Shah Alam, MY

**Job type**
Contract

**Part time / Full time**
Full Time

**Working Time**
Monday - Thursday 8.15am to 5pm

Friday 8.15am to 4pm

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