Senior IT Service Delivery Manager – Helpdesk & EUC

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

Job summary

Private Advertiser seeks an experienced IT Service Delivery Manager to oversee Helpdesk, Service Desk, EUC, and onsite IT support. You will ensure service levels, manage client relations, and drive continuous service improvements in a regional luxury retail environment.

The role requires strong communication skills, ITIL know-how, and proven incident/problem management capabilities. Fluency in English and Cantonese is valued for regional coordination.

Qualifications

• 3–5 years of direct IT Service Delivery/ITSM experience.
• Experience managing Helpdesk/Service Desk/End User Computing or onsite IT support.
• Strong ability to report SLA/KPI and service performance.
• Able to communicate with senior client stakeholders.

Responsibilities

• Manage and monitor day-to-day IT service delivery performance across Helpdesk/Service Desk and onsite support.
• Monitor SLA, KPI, ticket backlog, ageing, response/resolution performance and service quality.
• Act as a key point of contact for client stakeholders and service escalations.
• Conduct regular service reviews and prepare service performance reports and improvement plans.
• Coordinate with support teams to resolve issues and escalations.
• Manage major incidents and problem management activities with RCA follow-up.
• Identify service gaps and implement corrective/preventive actions.
• Ensure ITIL processes and client requirements are followed.
• Drive continuous service improvement to enhance quality and customer satisfaction.
• Provide advice on IT support best practices and participate in governance meetings.
• Build strong relationships with regional client stakeholders.

Skills

IT service delivery

SLA & KPI management

ITIL processes

Stakeholder management

Incident/Problem management

Education

Bachelor's degree in IT/CS or related

Tools

ITSM platforms (ServiceNow/Remedy/Jira Service Management)

Job description

Private Advertiser seeks an experienced IT Service Delivery Manager to oversee Helpdesk, Service Desk, EUC, and onsite IT support. You will ensure service levels, manage client relations, and drive continuous service improvements in a regional luxury retail environment.

The role requires strong communication skills, ITIL know-how, and proven incident/problem management capabilities. Fluency in English and Cantonese is valued for regional coordination.