Manager/Assistant Manager, IT Service Delivery

Responsible for managing, supporting, and improving the delivery of IT services related to enterprise applications such as SAP ECC & BW, Kinaxis RapidResponse, and other critical business systems. This includes ensuring operational excellence, driving user satisfaction, and aligning IT services with business needs. The individual will act as a key liaison between IT teams, business stakeholders, and vendors to ensure efficient service delivery and continuous improvement.

Responsibilities:

1. Service Delivery Management

• Ensure end-to-end delivery of IT services for enterprise applications like SAP ECC & BW, Kinaxis RapidResponse, and other business-critical platforms.
• Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to ensure timely and quality service delivery.
• Collaborate with business units to understand their requirements and align IT services accordingly.
• Manage incidents, service requests, and escalations.

2. Operational Support

• Oversee the day-to-day operation of SAP modules (e.g. FI/CO, MM, SD, PP), Kinaxis RapidResponse, SAP BW, DMS, and other enterprise systems.
• Coordinate with internal IT teams and external vendors to resolve technical issues and minimize downtime.
• Manage and perform application configuration, upgrades, patches, and enhancements to ensure business continuity and system stability.
• Conduct root cause analysis (RCA) for recurring issues and implement solutions to prevent future occurrences.

3. Project Management

• Support the deployment of new enterprise application modules, features, and integrations.
• Work with project managers to ensure timely and cost-effective delivery of IT initiatives.
• Participate in planning, testing, and rollout activities for applications.
• Lead small to medium-scale projects related to system enhancements, migrations, or process improvements.

4. Stakeholder Engagement

• Act as the primary point of contact for business stakeholders regarding enterprise application services.
• Facilitate communication between business teams, IT teams, and external vendors to ensure alignment.
• Provide regular updates, reports, and dashboards to stakeholders on system performance, issues, and improvement plans.

5. Change and Release Management

• Follow established change management protocols for introducing new features or updates to enterprise applications.
• Coordinate with cross-functional teams to plan and execute releases with minimal disruption to business operations.
• Ensure proper documentation of all changes and updates.

6. Vendor and Partner Management

• Liaise with external vendors (e.g., SAP, Kinaxis, Accenture, etc.) to ensure the timely delivery of services and resolution of issues.
• Evaluate vendor performance and provide feedback for continuous improvement.
• Negotiate service contracts and agreements to optimize costs and service quality.

7. Continuous Improvement

• Identify opportunities to optimize existing processes and systems to improve efficiency and performance.
• Stay updated on the latest trends, updates, and best practices related to SAP, Kinaxis, and enterprise applications.
• Drive automation initiatives to reduce manual tasks and improve operational efficiency.

8. Compliance and Security

• Ensure enterprise applications comply with relevant regulatory, security, and governance standards.
• Collaborate with IT security teams to address vulnerabilities and ensure data protection.
• Support audits by providing necessary documentation and system information.

9. Team Leadership and Knowledge Sharing

• Provide guidance and mentorship to junior team members or peers.
• Organize and conduct training sessions for end-users and internal teams on application usage and best practices.
• Ensure knowledge transfer and documentation for all key processes and systems.

10. User Access Management

• Follow established access management procedure & policy for user access creation and update in enterprise applications.
• Collaborate with business owner on user access review and housekeeping.

Requirements:

• Bachelor’s Degree in Computer Science, Information Technology, or related field.
• More than 5 years experience in IT service delivery, with a focus on SAP, Kinaxis, or other enterprise applications. Certifications in SAP, Kinaxis, or ITIL are a plus.
• Strong functional knowledge of SAP modules (e.g., FI/CO, MM, SD, PP) and their integration points.
• Basic knowledge in SAP ABAP and user access management.
• Familiarity with Kinaxis RapidResponse, including configuration and operational support.
• Understanding of enterprise application architecture and integration with other systems.
• Experience with ITIL processes (Incident, Problem, Change Management).
• Knowledge of database systems, cloud platforms, and APIs for enterprise applications.
• Excellent problem-solving and analytical skills.
• Strong communication and stakeholder management abilities.
• Ability to work under pressure and manage multiple priorities.
• Team-oriented with leadership and mentoring capabilities.
• Project management skills.

Job Details:

Workplace: Shah Alam, MY

Job type: Permanent

Part time / Full time: Full Time

Working Time: Monday - Thursday 8:15am - 5pm, Friday 8:15am - 4pm

We regret to inform only shortlisted candidates will be notified.