IT Service Delivery Lead - Client & Incident Management

Private Advertiser; Kuala Lumpur; Presencial; MYR 120.000 - 180.000; Tempo integral

Resumo da vaga

The Private Advertiser is seeking an experienced IT Service Delivery Manager to join our regional IT operations team. You will work closely with senior service delivery management, technical support teams and client stakeholders to ensure smooth IT service operations and drive service improvements.

This client-facing role focuses on operational oversight, incident escalation and service quality, with emphasis on ITIL-aligned processes, SLA/KPI performance, and rigorous reporting.

Qualificações

• Bachelor's degree in Information Technology, Computer Science or a related field, or equivalent relevant experience.
• Minimum 3 years of experience in IT Service Delivery/ITSM.
• Strong understanding of ITIL frameworks and service delivery processes.
• Experience with SLA/KPI monitoring and operational reporting.
• Proven ability to manage client escalations and communicate with stakeholders.

Responsabilidades

• Monitor IT Helpdesk and onsite operations to meet SLAs and KPIs.
• Act as main contact for client escalations and operational discussions.
• Build strong relationships with client stakeholders and internal IT teams.
• Provide recommendations to improve service quality and efficiency.
• Coordinate major incidents across Helpdesk and technical teams.
• Ensure RCA and corrective actions to minimize recurring incidents.
• Prepare and review service delivery reports and improvement plans.
• Ensure processes align with ITIL best practices and client requirements.
• Collaborate to identify and implement continuous improvement initiatives.

Conhecimentos

ITIL knowledge

Stakeholder management

SLA monitoring

Incident management

Data analysis

Formação

Bachelor's in IT/CS

Ferramentas

ITSM tools

Ticketing systems

Remote support tools

Descrição da vaga

The Private Advertiser is seeking an experienced IT Service Delivery Manager to join our regional IT operations team. You will work closely with senior service delivery management, technical support teams and client stakeholders to ensure smooth IT service operations and drive service improvements.

This client-facing role focuses on operational oversight, incident escalation and service quality, with emphasis on ITIL-aligned processes, SLA/KPI performance, and rigorous reporting.