Cloud Service Delivery Manager

Accion Labs; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Jora Malaysia is seeking an experienced service delivery professional to oversee managed cloud services and coordinate cross-functional teams in KL. You will produce monthly reports on billing, cost, capacity, assets, incidents, problems, changes, and service requests, while maintaining governance and audit readiness.

The role requires strong ITIL knowledge, stakeholder management, and excellent communication skills to drive SLAs/KPIs and resolve issues across technical teams.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT/cloud service delivery management or a similar service management role.
• Strong understanding of ITIL service management processes (incident, problem, change, and request management).
• Excellent stakeholder management, communication, and reporting skills.
• Experience compiling and presenting operational reports to both technical and non-technical audiences.
• Ability to lead cross-functional teams and manage multiple concurrent workstreams.
• Preferred certifications: ITIL Foundation (or higher); PMP or PRINCE2 is an advantage.

Responsibilities

• Coordinate and oversee delivery of managed cloud services across all operational workstreams.
• Compile and issue monthly service reports covering billing and cost management, capacity management, asset management, incident management, problem management, and change management.
• Compile and issue monthly reports on service request management, patch management, backup management, security management, business-resilience management, transition management, and exit management.
• Lead working-level meetings and service review sessions with client stakeholders and internal teams.
• Track service performance against SLAs/KPIs and drive corrective action plans where gaps are identified.
• Act as the escalation point for service delivery issues and coordinate resolution across technical teams.
• Maintain governance documentation, meeting minutes, and action logs to ensure accountability and audit readiness.

Skills

ITIL service management

Stakeholder management

Communication

Reporting

Cloud service delivery

Team leadership

Project coordination

Education

Bachelor's degree in Information Technology or Computer Science

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• * Coordinate and oversee delivery of managed cloud services across all operational workstreams.
• * Compile and issue monthly service reports covering billing and cost management, capacity management, asset management, incident management, problem management, and change management.
• * Compile and issue monthly reports on service request management, patch management, backup management, security management, business-resilience management, transition management, and exit management.
• * Lead working-level meetings and service review sessions with client stakeholders and internal teams.
• * Track service performance against SLAs/KPIs and drive corrective action plans where gaps are identified.
• * Act as the escalation point for service delivery issues and coordinate resolution across technical teams.
• * Maintain governance documentation, meeting minutes, and action logs to ensure accountability and audit readiness.
• * Bachelor's degree in Information Technology, Computer Science, or a related field.
• * Proven experience in IT/cloud service delivery management or a similar service management role.
• * Strong understanding of ITIL service management processes (incident, problem, change, and request management).
• * Excellent stakeholder management, communication, and reporting skills.
• * Experience compiling and presenting operational reports to both technical and non-technical.
• * Ability to lead cross-functional teams and manage multiple concurrent workstreams.
• * Preferred certifications: ITIL Foundation (or higher); PMP or PRINCE2 is an advantage.