IT Service Delivery Lead: SLA & Incident Excellence

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

An IT service management company in Kuala Lumpur is seeking an IT Service Delivery Lead for a contract-based role focused on enhancing service delivery. The ideal candidate will monitor key performance indicators, manage escalations, and ensure adherence to ITIL processes. Applicants should have at least 3 years of relevant experience in IT support, along with strong communication skills. This role requires shift work, including weekends and public holidays.

Qualifications

• 3+ years of experience in IT Service Desk, IT Support, or Service Delivery roles.
• Strong knowledge of ITIL processes and SLA management.
• Experience handling escalations and client-facing communications.

Responsibilities

• Monitor Helpdesk and Proximity Support KPIs to ensure SLA compliance.
• Act as primary escalation point for support-related issues.
• Oversee incident and problem resolution processes.
• Ensure ITIL-aligned service delivery and process compliance.
• Prepare service reports and performance dashboards.

Skills

Ability to work in shifts

Client-facing communication

Stakeholder management

ITIL processes knowledge

Multilingual skill

Education

Diploma / Degree in IT or Computer Science

Tools

Ticketing systems

Remote support tools

Job description

An IT service management company in Kuala Lumpur is seeking an IT Service Delivery Lead for a contract-based role focused on enhancing service delivery. The ideal candidate will monitor key performance indicators, manage escalations, and ensure adherence to ITIL processes. Applicants should have at least 3 years of relevant experience in IT support, along with strong communication skills. This role requires shift work, including weekends and public holidays.