Head of Services Operations

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

Job summary

Ekco seeks a seasoned leader to head the Kuala Lumpur Global Services Hub, driving efficient operations and scalable service delivery aligned with strategic objectives.

You will partner with global leadership, guide workforce planning, and develop high-performing teams while ensuring governance, risk, and ITIL-aligned processes across the hub.

Qualifications

• Proven experience in a senior operational leadership role within a Managed Services, Technology Services, or IT Services environment.
• Demonstrated success leading large technical teams through growth, transformation, and organisational change.
• Experience developing leaders, building high-performing teams, and driving employee engagement.
• Strong understanding of ITIL-aligned service management frameworks, best practices, and continual improvement methodologies.
• Solid technical background with the ability to engage credibly with technical stakeholders.
• Excellent communication and interpersonal skills.
• Ability to influence senior leaders and build strong stakeholder relationships.
• Strong analytical skills and data-driven decision making to drive operational outcomes.

Responsibilities

• Lead the Kuala Lumpur Global Services Hub as the senior operational leader.
• Ensure efficient operation, sustainable scaling, and alignment with Ekco’s strategic objectives.
• Partner with global leadership, regional service delivery, and corporate stakeholders on hub growth, service transitions, workforce expansion, and capability development.
• Own regional workforce planning, including capacity, capability, succession planning, and organisational readiness.
• Build, develop, and retain high-performing teams through leadership, coaching, mentoring, career development, and employee engagement.
• Collaborate with Talent Acquisition and People Operations to attract, hire, and onboard talent.
• Monitor and report on utilisation, workforce capacity, delivery readiness, scalability, and cost efficiency.
• Drive continuous improvement to optimise operational effectiveness and customer outcomes.
• Ensure adoption of service delivery frameworks, quality standards, operational processes, tooling, and governance requirements.
• Manage operational risks, compliance obligations, facilities, and workplace requirements.
• Foster regional culture aligned with Ekco’s values and strengthen collaboration across global teams.
• Represent the Kuala Lumpur hub in regional and Group leadership forums.
• Report to the Head of Global Services Hub Operations

Skills

Senior Operational Leadership

Team Development

Data-Driven Decision Making

ITIL-Aligned Service Management

Stakeholder Engagement

Tools

ITIL Framework

Governance Tools

Job description

• Lead the Kuala Lumpur Global Services Hub as the senior operational leader
• Ensure efficient operation, sustainable scaling, and alignment with Ekco’s strategic objectives
• Partner with global leadership, regional service delivery, and corporate stakeholders on hub growth, service transitions, workforce expansion, and capability development
• Own regional workforce planning, including capacity, capability, succession planning, and organisational readiness
• Build, develop, and retain high-performing teams through leadership, coaching, mentoring, career development, and employee engagement
• Collaborate with Talent Acquisition and People Operations to attract, hire, and onboard talent
• Monitor and report on utilisation, workforce capacity, delivery readiness, scalability, and cost efficiency
• Drive continuous improvement to optimise operational effectiveness and customer outcomes
• Ensure adoption of service delivery frameworks, quality standards, operational processes, tooling, and governance requirements
• Manage operational risks, compliance obligations, facilities, and workplace requirements
• Foster regional culture aligned with Ekco’s values and strengthen collaboration across global teams
• Represent the Kuala Lumpur hub in regional and Group leadership forums
• Report to the Head of Global Services Hub Operations

Requirements

• Proven experience in a senior operational leadership role within a Managed Services, Technology Services, or IT Services environment
• Demonstrated success leading large technical teams through periods of growth, transformation, and organisational change
• Experience developing leaders, building high-performing teams, and driving employee engagement
• Strong understanding of ITIL-aligned service management frameworks, best practices, and continual improvement methodologies
• Solid technical background with the ability to engage credibly with technical stakeholders
• Excellent communication and interpersonal skills
• Ability to influence senior leaders and build strong stakeholder relationships
• Strong analytical skills and experience using data and metrics to drive operational decisions and present actionable insights
• Experience managing organisational risk, governance, and compliance requirementsProven ability to align operational processes with broader business objectives
• Comfortable working in a fast-paced environment with multiple competing priorities
• Commitment to continuous learning and staying current with industry trends and emerging best practices

Core Competencies

Demonstrates strong operational leadership in managing large technical teams, driving employee engagement, and aligning operational processes with strategic business objectives. Proficient in ITIL-aligned service management frameworks and committed to continuous improvement and compliance management.

Highest-signal resume keywords

• Senior Operational Leadership
• ITIL-Aligned Service Management
• Team Development and Employee Engagement
• Operational Risk Management
• Data-Driven Decision Making

Hard Skills

• Operational Effectiveness
• Workforce Planning
• Service Delivery Frameworks
• Governance Requirements
• Analytical Skills

Soft Skills

• Excellent Communication
• Interpersonal Skills
• Influencing Senior Leaders
• Stakeholder Relationship Building

Industry Keywords

• Managed Services
• Technology Services
• IT Services
• Continuous Improvement Methodologies
• Organisational Change