IT Service Delivery Manager (ITSM / Client Management)

Private Advertiser; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ITIL knowledge

Stakeholder management

SLA monitoring

Incident management

Data analysis

Education

Bachelor's in IT/CS

Tools

ITSM tools

Ticketing systems

Remote support tools

Job description

IT Service Delivery Manager (ITSM / Client Management)

Are you passionate about IT service excellence, client satisfaction and continuous improvement?

We are looking for an experienced IT Service Delivery Manager to join our regional IT operations team.

In this role, you will work closely with senior service delivery management, technical support teams and client stakeholders to ensure smooth IT service operations, monitor SLA/KPI performance and drive service improvements.

This is a client-facing service management and advisory role, focused on operational oversight, incident escalation and service quality rather than direct people management.

Key Responsibilities

• Monitor IT Helpdesk and onsite support operations to ensure service delivery meets agreed SLAs, KPIs and client expectations.
• Act as a key point of contact for client escalations, service issues and operational discussions.
• Build and maintain strong working relationships with client stakeholders and internal IT teams.
• Provide professional recommendations to improve IT service quality, operational efficiency and customer satisfaction.
• Coordinate the resolution of major incidents and complex technical issues across Helpdesk, onsite support and technical teams.
• Ensure root cause analysis (RCA) and corrective actions are carried out to minimize recurring incidents.
• Prepare and review service delivery reports, performance metrics and improvement plans.
• Ensure IT service processes comply with ITIL best practices and client-specific requirements.
• Collaborate with senior service management and operational teams to identify and implement continuous improvement initiatives.

Job Requirements

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, IT Service Management, Service Desk or IT Support operations.

Strong understanding of ITIL frameworks, incident management, problem management and service delivery processes.

Experience in SLA/KPI monitoring, operational reporting and service improvement.

Proven ability to manage client escalations and communicate effectively with stakeholders.

Familiarity with ITSM tools, ticketing systems and remote support technologies.

Strong analytical, problem-solving and communication skills.

Ability to coordinate multiple client accounts and work effectively with cross-functional technical teams.

Customer-focused mindset with a proactive approach to service improvement.

Added Advantages

Experience supporting multinational or regional IT operations.

Experience with luxury retail clients or retail IT environments.

Knowledge of retail POS systems, inventory applications and related IT infrastructure.

Experience coordinating onsite IT support or field technicians.

Basic knowledge of cybersecurity practices.

Ability to communicate in Cantonese to English.

Why Join Us?

Opportunity to work with international clients and regional IT operations.

Exposure to enterprise IT service management and stakeholder engagement.

Opportunity to contribute directly to service quality and continuous improvement.

Collaborative working environment with experienced IT professionals.