Service Delivery Coordinator

Noventiq Malaysia; Kuala Lumpur; On-site; MYR 56,000 - 100,000; Full time

Job summary

Noventiq Malaysia is seeking a Service Delivery Coordinator to support the delivery of managed services by coordinating operational activities, maintaining documentation, and tracking performance. The role partners with Service Delivery Managers, Account Managers, Support Teams, and the Global Delivery Center (GDC) to ensure SLAs are met.

You will serve as a key administrative and operational support member, ensuring smooth service operations, accurate reporting, and timely resolution of client

Qualifications

• Diploma or Bachelor's degree in IT, Business Administration or related field.
• 1–3 years in Service Desk, IT Operations or Project Coordination.
• Familiar with ITIL practices and service delivery frameworks.
• Strong communication and organizational skills with attention to detail.

Responsibilities

• Coordinate service delivery activities and track SLA performance.
• Support client communications and service review meetings.
• Prepare and maintain weekly/monthly service reports and runbooks.
• Assist with governance, change management, and incident follow-ups.
• Identify recurring issues and support service improvement initiatives.

Skills

Organization

Communication

Customer service

Attention to detail

Multitasking

Education

Diploma or Bachelor's degree in IT / Business Admin / related field

Tools

ITIL practices

Azure

M365

Service Desk

Job description

Job Summary

The Service Delivery Coordinator supports the delivery of managed services to clients by coordinating operational activities, maintaining service documentation, tracking service performance, and assisting with client communications. The role works closely with Service Delivery Managers, Account Managers, Support Teams, and the Global Delivery Center (GDC) to ensure services are delivered according to agreed service levels.

The Service Delivery Coordinator serves as a key administrative and operational support function within the service delivery team, helping to ensure smooth service operations, accurate reporting, and timely resolution of client requests and service issues.

Key Responsibilities

Service Coordination

• Monitor service requests, incidents, and escalations to ensure timely follow-up.
• Track SLA performance and maintain service delivery records.
• Support service activation activities and onboarding of new clients.
• Coordinate with technical teams and GDC during service implementation.

Client Support

• Support client communications regarding technical support service updates and operational matters.
• Schedule and coordinate service review meetings.
• Prepare meeting agendas, minutes, and action trackers.
• Maintain regular communication with client contacts regarding open service items.
• Escalate client concerns to appropriate stakeholders.

Reporting & Documentation

• Prepare weekly and monthly service reports.
• Maintain client runbooks and service documentation.
• Ensure client contact lists, escalation matrices, and service records remain updated.
• Track service improvement actions and follow up on completion status.
• Maintain contract-related documentation.

Operational Governance Support

• Support Change Management processes and documentation.
• Assist in tracking major incidents and follow-up actions.
• Ensure service governance records are maintained accurately.
• Support audits and compliance activities related to service delivery.

Continuous Improvement

• Identify recurring issues and suggest improvement opportunities.
• Assist in gathering operational metrics and service performance data.
• Support implementation of service improvement initiatives.

Required Skills

Core Skills

• Strong organizational and coordination skills
• Good communication skills
• Customer service mindset
• Attention to detail
• Basic analytical and reporting skills
• Ability to manage multiple priorities

Technical Understanding

• Basic understanding of IT infrastructure and managed services
• Familiarity with Service Desk operations
• Understanding of Incident, Problem, and Change Management concepts
• Familiarity with ITIL practices
• Knowledge in Microsoft Azure and M365 would be an advantage

Qualifications

Education

• Diploma or Bachelor's Degree in Information Technology, Business Administration, or related field.

Certifications

Preferred

• ITIL Foundation
• Microsoft Fundamentals Certifications (Azure and M365)
• Service Management training

Experience

Minimum

• 1-3 years in:
• Service Desk
• IT Operations
• Project Coordination
• Customer Support
• Managed Services Administration

Location: Kuala Lumpur - NQMYS, Kuala Lumpur, Kuala Lumpur, Malaysia