End-to-End Service Delivery Lead

Zohorecruit; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

Zohorecruit is seeking a proactive professional in Petaling Jaya, Malaysia to lead end-to-end project delivery and service assurance. You will coordinate cross-functional teams to meet quality standards and SLAs, manage incidents, and drive improvements while maintaining strong stakeholder communication.

You will supervise software engineering staff, recruit and mentor juniors, and build solid relationships with customers and other departments.

Qualifications

• Bachelor's degree in computer science, information technology, or engineering.
• Experience dealing with third-party service providers.
• Strong organizational and project management skills.
• Exceptional leadership abilities including training and mentoring junior staff.
• Excellent customer service and people management skills.
• Deep knowledge of escalation procedures, incident management, and ITIL principles.
• Minimum 3 years in a similar role or 7 years in software development for enterprise/cloud.

Responsibilities

• Develop a deep understanding of projects to manage end-to-end delivery.
• Ensure systems and procedures meet quality standards and SLAs.
• Own critical incidents, coordinate resolutions, and conduct post-incident reviews.
• Drive service delivery performance and meet customer expectations.
• Provide regular performance reports to management.
• Lead a software engineering team, including recruitment and mentoring.
• Build relationships with customers and cross-functional teams for effective dialogue.
• Collaborate with partners to set standards for software, infrastructure and security.
• Ensure projects comply with latest guidelines for outsourcing, security, etc.

Skills

Project management

Leadership

Customer service

People management

ITIL

Incident management

Communication

Time management

Education

Bachelor's degree in computer science / IT / engineering

Job description

Zohorecruit is seeking a proactive professional in Petaling Jaya, Malaysia to lead end-to-end project delivery and service assurance. You will coordinate cross-functional teams to meet quality standards and SLAs, manage incidents, and drive improvements while maintaining strong stakeholder communication.

You will supervise software engineering staff, recruit and mentor juniors, and build solid relationships with customers and other departments.