IT Service Delivery Manager

MANTU GROUP SA; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A global consulting firm is looking for an IT Service Delivery Manager in Kuala Lumpur. In this role, you will oversee IT service delivery, manage service performance, and enhance user experience. The ideal candidate will have a Bachelor's degree, proven IT service management experience, and proficiency in Microsoft Excel and ITSM tools. This position offers a vibrant workplace with strong commitments to diversity and inclusion.

Benefits

Robust training system

Inclusive working environment

Vibrant workplace events

Qualifications

• Proven experience in IT service delivery or IT operations management.
• Fluent in both the local language and English.
• Creative and proactive in finding solutions to challenges.

Responsibilities

• Oversee the delivery and performance of IT services.
• Manage incident, problem, and change management processes.
• Coordinate with teams and vendors to resolve technical issues.

Skills

IT service delivery

Stakeholder management

Problem-solving

Communication

Flexibility under pressure

Proficiency in Microsoft Excel

Generative AI tools

Education

Bachelor’s degree in Information Technology, Computer Science

Tools

ITSM platforms

Job description

Who are we?

Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1,000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible.

Recruitment Process

Here's what our recruitment process looks like:

• Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!
• Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!
• Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem‑solving scenario, etc.

As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.

We look forward to meeting you!

Job description

Join our team and start a new adventure in an international and dynamic environment, where you will be able to fulfill your career expectations in a fast‑growing organization. As part of Amaris Consulting's IT department, the IT Service Delivery Manager plays a critical role in ensuring the efficient and reliable delivery of IT services across the organization. You will oversee service operations, manage stakeholder relationships, and drive continuous improvement initiatives to support business objectives and enhance user experience.

Your missions

• Oversee the delivery and performance of IT services, ensuring alignment with business needs and service level agreements
• Manage incident, problem, and change management processes to minimize service disruptions
• Coordinate with internal teams and external vendors to resolve technical issues and implement solutions
• Monitor service metrics and prepare regular reports for management review
• Lead service improvement projects, identifying opportunities to optimize processes and enhance service quality
• Ensure compliance with IT policies, data protection standards, and security protocols
• Develop and maintain documentation for IT service procedures and best practices
• Provide guidance and support to IT service teams, fostering a culture of collaboration and excellence

Your profile

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Proven experience in IT service delivery or IT operations management
• Expert‑level proficiency in Microsoft Excel and IT service management tools (e.g., ITSM platforms)
• Strong focus on providing excellent service to internal and external stakeholders by understanding and addressing their needs and concerns
• Ability to convey precise information clearly and effectively to various stakeholders
• Ability to remain flexible and perform well under pressure
• Creative and proactive in finding solutions to challenges
• Efficient in managing multiple tasks and priorities
• Fluent in both the local language and English
• Mastering generative AI such as ChatGPT for improving day‑to‑day productivity

What we offer

• An international community bringing together 110+ different nationalities
• An environment where trust has a central place: 70% of our key leaders started their careers at the first level of responsibilities
• A robust training system with our internal Academy and 250+ available modules
• A vibrant workplace that frequently gathers for internal events (afterworks, team buildings, etc.)
• Strong commitments to CSR notably through participation in our WeCare Together program

Diversity and Inclusion

Mantu is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.

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