Service Delivery Manager

1 day ago

Subang Jaya Selangor, Malaysia Mesiniaga Berhad Full time 800,000 - 1,600,000 per year

Position: Service Delivery Manager

Work Location: Subang Jaya

Employment Type: Contractual

Roles and Responsibilities

  • Managing the delivery of support services end-to-end as outlined in the contracts.
  • Serve as the primary point of contact for clients on all service delivery matters.
  • Ensure timely & high-quality delivery of all IT services; aligning with contractual deliverables; & ensuring contractual goals are achieved.
  • Develop & maintain strong, long-term relationships with key clients & stakeholders.
  • Act as an escalation point for all service-related issues & ensure timely & effective resolution.
  • Ensure optimum Customer Experience is achieved to ensure Customer Satisfaction Index is met.
  • Lead, mentor, & manage the service delivery team, fostering a collaborative and high-performance culture.
  • Ensure the team has the necessary skills & resources to meet delivery goals.
  • Work closely with resources team to manage staffing levels, allocate resources, & support the professional growth of team members.
  • Collaborating with cross-functional teams to ensure seamless service delivery.
  • Familiarization with internal work processes, policies & procedures.
  • Familiarization with distinct business or commercial documents & business transaction process.
  • Manage & monitor SLAs, OLAs, & KPIs to meet defined service performance standards.
  • Conduct regular service reviews with clients & internal stakeholders to report on performance & discuss improvements.
  • Use performance data to identify trends, pinpoint inefficiencies, & drive improvements.
  • Oversee major incident management & problem management activities, ensuring swift restoration & root cause analysis.
  • Implement continuous improvement initiatives.
  • Reduce costs without compromising service quality.
  • Identify opportunities to increased sales & retention.
  • Manage vendor performance according to defined SLAs & contractual obligations.
  • Ensure that parts are always available.

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or a related discipline; equivalent professional experience will also be considered.
  • ITIL Foundation certification required; advanced ITIL certifications, Project Management Professional (PMP), or Six Sigma certification are added points.
  • Minimum of 3 years of experience in IT service delivery, service management, or a similar client-facing technology role within a fast-paced environment.
  • Technical Expertise:
    (1) Strong understanding of IT Service Management (ITSM) principles & frameworks (e.g., ITIL); (2) Working knowledge of IT infrastructure components, cloud platforms, & enterprise business applications; (3) Hands-on experience using service management & project management tools (e.g., ServiceNow, Jira, Asana, or equivalent).
  • Familiarity with financial concepts such as revenue, cost, gross profit, direct expenses, shared costs, & profit & loss statements.
  • Proven ability to lead, motivate, & manage cross-functional teams to deliver high-quality IT services & meet performance objectives.
  • Excellent verbal & written communication skills, with the ability to build strong relationships with stakeholders at all levels.
  • Strong analytical mindset with the ability to assess complex issues, identify root causes, & implement effective solutions.
  • Demonstrated commitment to delivering outstanding customer service & maintaining a client-centric approach.
  • Ability to thrive in a dynamic, fast-changing environment, managing multiple priorities while maintaining attention to detail.

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