Data Centre Operations Lead — Service Delivery Manager

GCI SCIENCE & TECHNOLOGY (MALAYSIA) SDN. BHD; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

GCI SCIENCE & TECHNOLOGY (MALAYSIA) SDN. BHD is seeking a Service Delivery Manager (Data Centre Operations) to oversee day-to-day O&M across multiple regions in Malaysia and act as the main contact for customers.

The role emphasizes monitoring KPIs/SLAs, coordinating resources, and driving improvements to operating efficiency. The ideal candidate holds a Bachelor's degree in Engineering/IT/CS, with 5+ years in Ops/O&M/Data Centre environments and 2+ years in leadership.

Qualifications

• Bachelor's degree in Engineering, IT, Telecommunications, Computer Science, or related field.
• Minimum 5 years of experience in Operations & Maintenance, Service Delivery, Data Centre Operations, NOC, or Managed Services.
• Minimum 2 years in a supervisory or managerial role.
• Experience managing multi-site operations preferred.
• Proven SLA management and customer-facing operations experience.
• Experience with ticketing and ITSM platforms such as ServiceNow, Remedy, Jira, or equivalent.
• Strong leadership and people management skills.
• Excellent customer relationship and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Office, especially Excel and PowerPoint.

Responsibilities

• Manage day-to-day O&M operations across multiple regions in Malaysia.
• Monitor and drive timely closure of Trouble Tickets within SLA targets.
• Review ticket backlog, aging tickets, and service performance metrics.
• Coordinate resource allocation and scheduling to support operational requirements.
• Ensure preventive maintenance activities are executed according to schedule.
• Serve as the primary operational contact for customers.
• Manage customer escalations and ensure timely resolution of operational issues.
• Monitor and manage service delivery performance against KPIs and SLAs.
• Prepare weekly and monthly operational reports.
• Coordinate internal teams, subcontractors, and vendors to ensure smooth service delivery.

Skills

Leadership

Stakeholder management

Analytical

Customer relations

Excel

PowerPoint

Education

Bachelor's degree (Engineering/IT/CS)

Tools

ServiceNow

Remedy

Jira

Job description

GCI SCIENCE & TECHNOLOGY (MALAYSIA) SDN. BHD is seeking a Service Delivery Manager (Data Centre Operations) to oversee day-to-day O&M across multiple regions in Malaysia and act as the main contact for customers.

The role emphasizes monitoring KPIs/SLAs, coordinating resources, and driving improvements to operating efficiency. The ideal candidate holds a Bachelor's degree in Engineering/IT/CS, with 5+ years in Ops/O&M/Data Centre environments and 2+ years in leadership.