Senior Manager - IT Service Delivery

Genting Malaysia Bhd; Genting Highlands; Hybrid; MYR 300,000 - 420,000; Full time

Job summary

Genting Malaysia Berhad in Genting Highlands seeks a Senior Manager – Service Delivery to lead and scale our 24x7 IT operations. You will oversee the performance, availability, and resilience of enterprise systems and underlying infrastructure, driving service excellence across multi-tier environments.

The role emphasizes incident/problem management, escalation, and leadership of a 30-strong IT engineering team, collaborating with DevOps, IT security, and enterprise applications for

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
• Master's degree or MBA preferred for senior leadership roles.
• 15+ years of progressive leadership experience in IT service delivery or infrastructure operations.

Responsibilities

• Lead and manage a 24x7 IT operation providing high-availability support for enterprise systems and infrastructure.
• Oversee incident, problem, and change management lifecycles with strict adherence to SLAs/OLAs.
• Coordinate with DevOps, SecOps, and Enterprise Application teams to drive improvements and deployments.
• Serve as executive escalation point for critical outages and complex issues.
• Develop and mentor a team of IT engineers and maintain comprehensive runbooks and knowledge articles.

Skills

ITIL service management

Leadership

Incident & problem management

Stakeholder communication

Team building

Education

Master's degree

Bachelor's degree

MBA

Tools

SCOM

Nagios

ManageEngine/Freshservice

Job description

Senior Manager - IT Service Delivery# Careers## Senior Manager - IT Service DeliveryApply: Genting Highlands: Full time: Posted Today: JR237**Company:**RWB Genting Malaysia Berhad**Opportunities are endless and there's always something new to explore and learn with every step of your journey at Genting Group****Position Summary**We are seeking an experienced and dynamic **Senior Manager – Service Delivery** to lead and scale our 24x7 Genting Highlands IT operations. In this role, you will be responsible for overseeing the performance, availability, and resilience of our **critical enterprise systems and underlying infrastructure**. You will drive service excellence across multi-tier application environments, ensure robust incident and problem management, and lead a high-performing technical support team.**Key Responsibilities*** **Enterprise Systems & Infrastructure Operations:** + Lead and manage a 24x7 IT operation providing high-availability support for end user computing, hybrid cloud platforms, core infrastructure, and enterprise networks. + Ensure optimal performance, uptime, and proactive monitoring of core enterprise systems and infrastructure (e.g., Enterprise Core Network, End User Computing, user access management, database layers, and cloud infrastructure). + Drive infrastructure reliability frameworks, capacity planning, and disaster recovery readiness in alignment with business continuity goals.* **Problem and Incident Management Leadership:** + Oversee day-to-day operations of the service desk ticketing, ensuring strict adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). + Manage end-to-end incident, problem, and change management lifecycles, minimizing downtime and mitigating operational risks for enterprise systems.* **Customer Experience & Cross-Functional Collaboration:** + Foster a culture of customer-centricity, ensuring the team delivers professional, empathetic, and efficient support to end-users and business stakeholders. + Partner closely with DevOps, SecOps, IT Security, and Enterprise Application teams to streamline deployments, root-cause analyses, and cross-functional improvement initiatives.* **Escalation Management & Problem Resolution:** + Act as the primary executive escalation point for critical enterprise outages, complex technical blocks, and major stakeholder concerns. + Guide technical teams through advanced troubleshooting, root-cause analysis (RCA), and preventative remediation strategies.* **Team Development, Enablement & Governance:** + Design and conduct targeted training programs to elevate a team of 30 IT engineers in enterprise systems, end-user computing, cloud tools, and infrastructure. + Maintain comprehensive, up-to-date documentation, including runbooks, technical troubleshooting guides, and knowledge-base articles for enterprise platforms.**Job Requirements*** **Education:** Master’s degree, Bachelor’s degree, or MBA in Computer Science, Information Technology, Business Administration, or a related technical/management field.* **Experience:** + More than 15 years of progressive leadership experience managing enterprise-grade service desk, IT operations, or infrastructure support teams in a 24x7 environment. + Deep operational familiarity with **Enterprise Systems and Infrastructure** (e.g., enterprise cloud environments, virtualization, network infrastructure, storage systems, and enterprise business applications).* **Technical & Framework Knowledge:** + Strong working knowledge of ITIL service management frameworks (ITIL certification preferred). + Familiarity with enterprise monitoring toolsets (e.g., SCOM, Nagios) and enterprise ITSM suites (e.g., ManageEngine, Freshservice, or equivalent).* **Core Competencies:** + Exceptional problem-solving, analytical, and critical-thinking abilities, especially during high-pressure enterprise outages. + Strong leadership, coaching, and talent development skills with a track record of building resilient teams. + Ability to manage multiple competing priorities in a fast-paced, high-stakes environment. + Clear, calm, and logical communication skills under pressure, capable of bridging technical details for executive stakeholders.### About UsFounded in 1965, the Genting Group is today a world-class conglomerate with core interests in leisure and hospitality, oil palm plantations, power generation, oil and gas, property development, life sciences and biotechnology activities and operations spanning across Malaysia, Singapore, Indonesia, India, China, the United States of America, the Bahamas, the United Kingdom and Egypt.In 2025, the group celebrated its Diamond Jubilee, a significant milestone which underscored its achievements, strength and enduring legacy as a global tourism and entertainment hub with world-class attractions and award-winning properties. As the company looks to the future, it remains steadfast and committed to driving innovation, operational excellence and environmental stewardship while empowering local communities to create lasting value and a more sustainable tomorrow.