Global Service Area Manager Technical Service Management

NTT Communications; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology solutions provider is seeking a Global Service Area Manager for Technical Service Management in Cyberjaya, Malaysia. This role involves strategic leadership, managing the Technical Service Manager team, and ensuring excellent service delivery. The ideal candidate will have over 10 years of experience, strong SAP knowledge, and expertise in service management frameworks. Fluency in English is required, and occasional travel may be necessary.

Benefits

Flexible working hours

Inhouse Academy with various training opportunities

Company health management

Qualifications

• Over 10 years of experience in IT service delivery.
• At least 3 years in a strategic or leadership role.
• Strong track record in SAP-centric service environments.

Responsibilities

• Drive the global strategy for technical service management.
• Monitor SAP technical service delivery and enforce SLAs.
• Implement continuous improvement initiatives.

Skills

Strategic leadership

Service Governance

Process Optimization

Stakeholder Collaboration

Customer & Partner Engagement

Strong communication

Negotiation

Conflict resolution

Fluency in English

Education

Degree in IT, engineering, or a related field

Job description

Global Service Area Manager Technical Service Management

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Empowering YOU – to feel our passion for technology

As NTT DATA Business Solutions, we are more than just a company. We are a team of passionate people who drive innovation – from advisory and implementation to managed services and beyond. With SAP at our core and a powerful ecosystem of partners, we continuously improve solutions and technology to make them work for companies – and for their people.

Our success is based on TOGETHERNESS, INNOVATION, TRUST, and SUSTAINABILITY – this is the heart of our corporate culture.

As part of the global NTT DATA Group, one of the top IT service providers worldwide, we stand for our open and sustainable acting. More than 16,700 employees from more than 90 nations in over 30 countries show that diversity is integral to our DNA and that we live tolerance and respect every day.

People are the key to our success. We believe that every individual can make an important contribution and are therefore constantly on the lookout for talented people who can actively strengthen our team.

Location: Malaysia

What makes us special

• Team-oriented corporate culture, collaboration as equals and steady knowledge transfer
• Family-friendliness (e.g. Childcare Center, paternity and maternity)
• Diversity & Inclusion (e.g. various initiatives & communities)
• Flexible working hours e.g., hybrid working based on teams plan
• Inhouse Academy with a variety of professional technical training, soft skills training, SAP Learning Hub, and certification opportunities
• Company health management (e.g., Medical Insurance, Health Insurance, Optical and Dental Benefits)
• Wide range of events (team events, employee parties, internal sports tournaments)

Do you love challenges?

• Strategic leadership: You will drive the global strategy for technical service management within the framework of customer success management to ensure excellent service and cross-functional coordination. Together with the TSM team leaders you will manage the Technical Service Manager (TSM) team, set performance targets, and solve complex service problems.
• Service Governance: You will be responsible for monitoring SAP technical service delivery, enforcing SLAs and KPIs, and improving ITIL processes across incident, problem, and change management.
• Process Optimization: You will implement continuous improvement initiatives, standardize reporting, and proactively address recurring operational issues.
• Stakeholder Collaboration: You coordinate with GBMS internal units and teams (Delivery Global Service Area Managers, Cloud Infrastructure Services, Delivery Excellence, Sales, Human Resources, Controlling etc.) to align service delivery and service quality with business objectives and training/enablement requirements.
• Customer & Partner Engagement: You act as a senior contact person for strategic customers, manage escalations, advise on SAP optimization, and support contract management.

Convince us with your potential!

• A degree in IT, engineering, or a related field —or equivalent professional experience—forms the foundation of your expertise.
• Minimum level requirement is Expert (L4).
• You bring over 10 years of experience in IT service delivery, including at least 3 years in a strategic or leadership role.
• Your career reflects a strong track record in SAP-centric service environments, where you’ve consistently delivered results.
• You possess deep knowledge of the SAP technology stack and are well-versed in ITIL-based service management frameworks.
• Working in international and matrix organizations is familiar territory for you, and you thrive in complex, cross-functional settings.
• Strong communication, negotiation, and conflict resolution skills enable you to navigate diverse stakeholder landscapes with confidence.
• Fluency in spoken and written English rounds off your profile; other languages are an advantage.
• You are willing to travel occasionally as part of your global responsibilities.

Do you have questions?

We look forward to receiving your complete application documents stating your earliest start date.

Get empowered by NTT DATA Business Solutions!

Unima Iqbal

We transform. SAP® solutions into Value