Senior Manager - IT Service Delivery

Genting Malaysia Berhad; Genting Highlands; On-site; MYR 300,000 - 500,000; Full time

Job summary

Genting Malaysia Berhad is seeking a Senior Manager – Service Delivery to lead 24x7 IT operations at Genting Highlands. You will oversee the performance, availability and resilience of enterprise systems and infrastructure, driving service excellence and incident management across multi‑tier environments.

You will guide a team of 30 IT engineers, partner with DevOps, SecOps and enterprise teams, and establish strong governance with documentation, runbooks and knowledge bases.

Qualifications

• 15+ years of progressive leadership experience in enterprise IT operations or service desks.
• Experience managing 24x7 operations with end-to-end incident, problem and change management.
• Strong collaboration with DevOps, SecOps, IT security and application teams.

Responsibilities

• Lead and scale a 24x7 IT operation delivering high availability for end-user computing, hybrid cloud platforms, core infrastructure and networks.
• Oversee incident, problem and change management lifecycles with strict adherence to SLAs/OLAs.
• Coach a team of 30 IT engineers and maintain runbooks and knowledge bases for enterprise platforms.

Skills

Leadership

Incident management

Customer experience

Education

Master’s degree in CS/IT/Business

MBA

Tools

SCOM

Nagios

ManageEngine

Freshservice

Job description

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.

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.

With over 50 years of experience and milestones, Genting Malaysia is currently expanding and transforming Resorts World Genting into the leading tourism and entertainment hub via the Genting Integrated Resort Transformation Plan. Under this plan, flagship projects include Skytropolis Indoor Theme Park, the outdoor theme park - Genting SkyWorlds - and the adjacent shopping complex - SkyAvenue, which houses some of the most prestigious lifestyle brands from around the world. The plaza also features a state‑of‑the‑art cable car system, which connects SkyAvenue to the mid‑hill Genting Highlands Premium Outlets, carrying up to 3,600 passengers per hour per way.

If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.

With over 50 years of experience and milestones, Genting Malaysia is currently expanding and transforming Resorts World Genting into the leading tourism and entertainment hub via the Genting Integrated Resort Transformation Plan. Under this plan, flagship projects include Skytropolis Indoor Theme Park, the outdoor theme park - Genting SkyWorlds - and the adjacent shopping complex - SkyAvenue, which houses some of the most prestigious lifestyle brands from around the world. The plaza also features a state‑of‑the‑art cable car system, which connects SkyAvenue to the mid‑hill Genting Highlands Premium Outlets, carrying up to 3,600 passengers per hour per way.

If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!

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