Service Delivery Executive

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Gain Secure Sdn Bhd Full time 80,000 - 120,000 per year
Job Description – Service Delivery Executive
Position Overview

The Service Delivery Executive is responsible for overseeing day-to-day Business-As-Usual (BAU) operations, ensuring smooth coordination between internal teams, timely resolution of support tickets, and maintaining service quality. This role requires strong communication skills, attention to detail, and the ability to work closely with technical engineers to meet service delivery timelines and SLAs.


Key Responsibilities
1. BAU Operations & Ticket Management
  • Monitor and manage daily support tickets using JIRA (or other ITSM tools).
  • Assign, track, and follow up on tickets with technical engineers, ensuring adherence to SLA.
  • Escalate critical issues to relevant stakeholders to ensure swift resolution.
  • Analyze recurring issues and propose improvement actions.
2. Coordination & Communication
  • Communicate effectively with internal technical teams to gather updates, clarify requirements, and follow up on deadlines.
  • Serve as the primary point of contact between business users and technical engineers.
  • Prepare and present service performance reports and updates to management.
3. Service Delivery & Quality Assurance
  • Ensure all BAU operations run smoothly and efficiently.
  • Track project timelines, deliverables, and follow through until closure.
  • Support change management activities, including system updates, maintenance cycles, and testing coordination.
  • Maintain accuracy and completeness of documentation (SOPs, workflows, knowledge base).
4. Continuous Improvement
  • Identify gaps in processes and contribute to service delivery improvement initiatives.
  • Provide recommendations to enhance ticket handling efficiency and communication workflows.
  • Support internal audits, compliance checks, and housekeeping of service delivery tools.

Required Skills & Qualifications
  • Experience in ticketing systems, especially JIRA / Azure DevOps (mandatory).
  • Strong communication skills with the ability to work closely with technical engineers and non-technical stakeholders.
  • Detail-oriented and highly timeline-sensitive, able to track multiple tasks and deadlines.
  • Basic understanding of IT operations, software development workflows, or service delivery processes.
  • Ability to manage pressure and multitask in a fast-paced environment.
  • Problem-solving mindset with proactive follow-up.
  • Good command of English (written and verbal).

Preferred / Added Advantages
  • Experience in service delivery, IT operations, application support, or project coordination.
  • Familiarity with ITIL concepts (incident, problem, change management).
  • Experience preparing performance or SLA reports.
  • Knowledge of Confluence or documentation tools.

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