Business Operation Executive / Manager

Max System Solution Sdn Bhd (1134390-H); Penang; On-site; MYR 90,000 - 130,000; Full time

Job summary

Max System Solution Sdn Bhd, based in Penang, seeks an IT Business Operations Manager to enhance operational efficiency, service quality, and procurement processes while ensuring SOP compliance. You will lead cross-functional initiatives and improve documentation to support consistent service delivery.

Immediate start preferred. The role requires a Diploma/PG Diploma/Bachelor’s in Computer Science or related field, 3–5 years in IT with at least 1 year in leadership, and willingness to work in

Qualifications

• Diploma or degree in Computer Science or related field.
• 3-5 years of IT/related experience with at least 1 year in leadership/management.
• Experience in system integrator and IT infrastructure.

Responsibilities

• Support and improve daily business operations and identify gaps.
• Lead and develop team capability; improve SOPs and documentation.
• IT sourcing and procurement; compare suppliers and manage cost.
• Develop and enforce SOPs; ensure quotation accuracy.
• Improve service delivery and performance against targets.
• Collect and analyze customer feedback to improve experience.
• Provide ad hoc support and coordinate resources during urgent issues.
• Monitor operational performance and manage risks; escalate major risks.

Skills

Leadership

Organizational skills

Independent worker

Communication

Education

Diploma/PG Diploma/Bachelor’s Degree in Computer Science or related

Job description

The IT Business Operations Manager is responsible for improving operational efficiency, service quality, procurement processes, SOP compliance, and customer satisfaction. This role focuses on strengthening internal processes and supporting the General Manager & other Managers in ensuring smooth and consistent service delivery.

1. Operations Improvement

Support and improve daily business operations.

Identify operational gaps, inefficiencies, and recurring issues.

Recommend and implement workflow improvements.

Monitor operational efficiency and improvement results.

Support the IT Business Delivery Manager in improving overall service delivery.

2. Team and Capability Development

Identify operational and technical skill gaps within the team.

Improve documentation practices, work instructions, and SOP standards.

Promote knowledge sharing and continuous improvement.

Support initiatives to strengthen the team’s operational capabilities.

3. IT Sourcing and Procurement

Source IT hardware, software, licences, network equipment, services, and suppliers.

Compare supplier pricing, specifications, warranty terms, availability, and delivery schedules.

Ensure proposed products and services meet customer requirements.

Maintain reliable supplier relationships and alternative sourcing options.

Support cost control without compromising quality or service requirements.

4. SOP and Quality Control

Develop, review, and improve operational SOPs.

Verify the accuracy and completeness of quotations before submission.

Reduce quotation errors, missing items, and unnecessary repeat site visits.

Improve the quality and consistency of operational documentation.

Monitor compliance with established procedures and quality standards.

Establish service response and turnaround-time targets.

Monitor actual service performance against agreed targets.

Investigate delays and identify their root causes.

Implement corrective and preventive actions.

Improve coordination among internal teams, suppliers, and customers.

6. Customer Experience Improvement

Collect and analyse customer feedback and complaints.

Identify recurring service issues and improvement opportunities.

Recommend preventive measures to avoid repeated problems.

Support improvements that enhance service quality and customer satisfaction.

7. Ad Hoc and Urgent Support

Remain available to support urgent customer requests and operational requirements.

Coordinate the appropriate resources during unforeseen issues.

Ensure timely response, escalation, and resolution.

Maintain service continuity and minimize customer impact.

8. Operational Performance and Risk Management

Review overall operational performance and team productivity.

Monitor SOP compliance and documentation quality.

Evaluate supplier performance, service quality, and delivery reliability.

Identify operational risks and recommend appropriate corrective actions.

Escalate major operational risks and customer-impacting issues to Management.

Requirement:

Possess at least Diploma/post Graduate Diploma/ Bachelor’s Degree in Computer Science or any related disciplines.

3-5 year(s) of working experience in the related field with at least 1 year of leadership/ management experience is required for this position.

Experience in system integrator and infrastructure (IT).

Exceptional organizational and leadership skills.

Independent and capable of working under pressure and tight deadlines.

Able to start immediately/within short notice is an added advantage.

MUST be willing to work in Butterworth, Penang.

Welcome to Max System Solution. Based in Penang, Max System Solution is the one of the Malaysia’s leading Software specialist company that develops and provides customize and high quality Software solution, web application development, online marketing, and maintenance services for multinational corporations, huge businesses, as well as small and medium enterprises.

Welcome to Max System Solution. Based in Penang, Max System Solution is the one of the Malaysia’s leading Software specialist company that develops and provides customize and high quality Software solution, web application development, online marketing, and maintenance services for multinational corporations, huge businesses, as well as small and medium enterprises.