Senior Service Delivery Lead — SLA, ITIL & Growth
DXC Technology Malaysia Sdn Bhd.
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Benefits offered by this job
Job summary
DXC Technology Malaysia Sdn Bhd. seeks a Service Delivery Lead to oversee end-to-end delivery of shared or managed services, ensuring SLA, KPI, contractual and customer satisfaction targets are achieved.
You will act as the primary operational liaison between customers, stakeholders, and delivery teams while driving governance, risk management, and continuous improvement initiatives. The role requires 8–12 years in IT services with 3–5 years in leadership, and strong experience in customer
Qualifications
- 8–12 years in IT services, shared or managed services or BPS.
- 3–5 years leadership in service delivery or operations.
- Strong customer management, governance and performance experience.
- Experience in enterprise or multi-vendor environments preferred.
Responsibilities
- Lead day-to-day service delivery operations and meet performance targets.
- Manage customer relationships, service reviews, escalations and communications.
- Ensure ITIL governance, security and audit controls.
- Drive continuous service improvement, automation, and root cause analysis.
- Monitor performance, risks, CSAT and improvement plans.
- Support budgeting, forecasting, contract management and commercial goals.
- Lead, coach and develop delivery teams with resource planning.
Skills
Tools
Job description
DXC Technology Malaysia Sdn Bhd. seeks a Service Delivery Lead to oversee end-to-end delivery of shared or managed services, ensuring SLA, KPI, contractual and customer satisfaction targets are achieved.
You will act as the primary operational liaison between customers, stakeholders, and delivery teams while driving governance, risk management, and continuous improvement initiatives. The role requires 8–12 years in IT services with 3–5 years in leadership, and strong experience in customer
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