Head of Service Support

Jbsfamily; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Jbsfamily in Malaysia is looking for an experienced Service Delivery Manager to lead a service team of 20+. You will own incident management, escalation handling, and service performance oversight to ensure stakeholder satisfaction.

You will implement delivery processes, collaborate across internal teams, and report on incidents and improvements, aiming to optimize reliability and service quality for internal clients.

Qualifications

• 10+ years of experience in incident, problem and escalation management.
• 5+ years in a leadership role.
• Strong knowledge of IT service management software (ServiceNow, ManageEngine, Atlassian, etc).
• ITIL certification is required.
• Experience managing a team of 20+ people.
• Ability to analyze a high volume of technical data in a fast-paced environment.
• Strong problem solving, analytical and time management skills.

Responsibilities

• Take ownership of critical incidents and coordinate resolution efforts.
• Implement and maintain service delivery processes to improve efficiency.
• Work with internal teams to ensure flawless service delivery.
• Generate and present reports on service performance, incidents, and improvements.
• Ensure high levels of customer satisfaction by addressing concerns and improving service quality.
• Review and adjust the incident management process to ensure effectiveness.

Skills

Incident management

Team leadership

Data analysis

ITIL

ServiceNow

ManageEngine

Atlassian tools

Stakeholder communication

Incident response

Tools

ServiceNow

ManageEngine

Atlassian

Job description

Job Summary:

This role’s key responsibilities include handling service technical resources (a team of 20), supervising service performance, resolving reliability issues, incident management, escalation management, and ensuring services meet internal stakeholders’ expectations.

• Take ownership of critical incidents, coordinate resolution efforts, and conduct post-incident reviews
• Implement and maintain service delivery processes to improve efficiency and effectiveness
• Work closely with internal teams to ensure flawless service delivery and resolve any issues
• Generate and present reports on service performance, incidents, and improvements to team members
• Ensure high levels of customer satisfaction by addressing concerns and improving service quality
• Review and adjust the incident management process as required to ensure its effectiveness

Requirements:

• Min 10 years’ experience on incident/problem and escalation management
• Min 5 years’ experience in leadership role
• Strong knowledge of IT service management software such as ServiceNow, ManageEngine, Atlassian, etc
• ITIL Certification
• Experience in managing a team of at least >20
• Ability to analyze a high volume of technical data and work in a fast-paced environment
• Strong problem solving, analytical, and time management skills