Senior Service Delivery Manager: ITIL-Driven, SLA Champion

Innovation Associates Consulting Sdn Bhd; Cyberjaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

A consulting firm in Cyberjaya is seeking a Service Delivery Manager to oversee end-to-end service delivery, ensuring that all activities meet SLAs, KPIs, and quality standards. The role requires a Bachelor's degree in IT or a related field, strong communication and leadership skills, and at least 7–10 years of experience in IT service delivery or project management. ITIL certification is a plus. You will facilitate communication between teams and drive continuous service improvement initiatives.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• ITIL Certification will be an added advantage.
• Minimum 7–10 years in IT service delivery, application support, or project management roles.

Responsibilities

• Oversee end-to-end service delivery to meet SLAs and KPIs.
• Act as primary contact between clients and internal teams.
• Coordinate resources for timely resolution of incidents and requests.
• Monitor service performance and prepare reports.
• Ensure compliance with ITIL processes.
• Drive continuous service improvement initiatives.

Skills

Strong communication

Leadership

Problem-solving skills

Customer-focused mindset

Familiarity with enterprise applications

Education

Bachelor’s degree in Information Technology

Tools

SAP

ERP systems

OutSystems

Job description

A consulting firm in Cyberjaya is seeking a Service Delivery Manager to oversee end-to-end service delivery, ensuring that all activities meet SLAs, KPIs, and quality standards. The role requires a Bachelor's degree in IT or a related field, strong communication and leadership skills, and at least 7–10 years of experience in IT service delivery or project management. ITIL certification is a plus. You will facilitate communication between teams and drive continuous service improvement initiatives.