IT Service Delivery Lead – Support Operations [Contract Based]

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

IT Service Delivery Lead – Support Operations [Contract Based]

Monitor Helpdesk and Proximity Support KPIs to ensure SLA compliance

Analyse trends, incidents, and service gaps; recommend improvements

Act as primary escalation point for support‑related issues

Maintain strong relationships with client stakeholders

Ensure timely resolution of critical incidents and major issues

Operational Governance

Oversee incident and problem resolution processes

Ensure ITIL‑aligned service delivery and process compliance

Support root cause analysis and preventive actions

Prepare service reports and performance dashboards

Identify opportunities to improve service quality and efficiency

Work closely with senior service delivery leadership

Key Responsibilities

Service Performance & SLA

• Monitor Helpdesk and Proximity Support KPIs to ensure SLA compliance
• Analyse trends, incidents, and service gaps; recommend improvements

Client & Escalation Management

• Act as primary escalation point for support‑related issues
• Maintain strong relationships with client stakeholders
• Ensure timely resolution of critical incidents and major issues

Operational Governance

• Oversee incident and problem resolution processes
• Ensure ITIL‑aligned service delivery and process compliance
• Support root cause analysis and preventive actions

Reporting & Continuous Improvement

• Prepare service reports and performance dashboards
• Identify opportunities to improve service quality and efficiency
• Work closely with senior service delivery leadership

Requirements

• Must be able to work in shifts, including weekends or public holidays as required by service coverage.
• Diploma / Degree in IT, Computer Science, or equivalent experience
• 3+ years in IT Service Desk / IT Support / Service Delivery roles
• Strong knowledge of ITIL processes and SLA management
• Experience handling escalations and client‑facing communications
• Familiar with ticketing systems and remote support tools
• Retail or luxury retail support experience is an advantage
• Strong communication and stakeholder management skills

Nice to Have

• ITIL certification
• Experience supporting multi‑site or regional operations
• Multilingual capability (English mandatory; Mandarin/Cantonese a plus)