IT Service Delivery Lead — ITSM, SLAs & CSI

Averis Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global business services company in Kuala Lumpur is seeking a Senior Specialist in IT Service Management. The role involves establishing SLAs, improving IT service processes, and liaising with stakeholders. Ideal candidates will have 5-7 years of IT experience with ITIL 4 Foundation certification. They should be skilled in analytical problem-solving, communication, and leadership. Competitive salary and benefits offered.

Benefits

Medical, dental, and optical benefits

Cross-functional training

Overseas postings

Learning and development programmes

Reward and recognition awards

Employee engagement opportunities

Qualifications

• 5-7 years of experience in IT, 3 years in Service Management.
• Experience leading at least two major ITSM processes.
• Practical experience with ITSM tools and Excel.

Responsibilities

• Establish and manage SLAs and OLAs with stakeholders.
• Drive and improve ITSM processes in alignment with ITIL.
• Monitor SLA achievement and report performance.
• Conduct Service Review Meetings with stakeholders.
• Collaborate with teams for service onboarding and management.

Skills

Analytical skills

Communication skills

Leadership skills

Attention to detail

Education

Bachelor's Degree in Computer Science or related field

ITIL 4 Foundation certification

Tools

ServiceNow

Jira Service Management

Excel

Job description

A global business services company in Kuala Lumpur is seeking a Senior Specialist in IT Service Management. The role involves establishing SLAs, improving IT service processes, and liaising with stakeholders. Ideal candidates will have 5-7 years of IT experience with ITIL 4 Foundation certification. They should be skilled in analytical problem-solving, communication, and leadership. Competitive salary and benefits offered.