Service Delivery Lead

Devloit; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Devloit in Malaysia is seeking an experienced Senior Service Desk Leader to drive BPO/ITES operations across APAC, managing 300+ FTEs with P&L responsibilities. The role emphasizes ITIL-based governance, process improvement, and strong stakeholder collaboration.

The ideal candidate holds an IT-related degree (MBA a plus) and has 10+ years in service desk leadership, guiding cross-functional teams and delivering service excellence in a dynamic environment.

Qualifications

• Bachelor’s degree in IT or related field is required.
• 10+ years of relevant experience in BPO/ITES/service desk leadership.
• 2+ years with P&L responsibility and ITES/SD project management.

Responsibilities

• Enhance operational effectiveness by collaborating with Recruitment, Training, Quality, Workforce, HR, Finance, and other support functions.
• Ensure ITIL-based governance and adherence to best practices.
• Initiate strategic initiatives and ensure deliverable quality while fostering teamwork.
• Drive process improvements using Six-Sigma, DMAIC, and LEAN methodologies.
• Define objectives, plan work, and hold regular meetings to optimise productivity and knowledge.
• Contribute to business development by presenting reviews with stakeholders.
• Foster accountability, collaboration, and continuous learning across teams.

Skills

Service Desk leadership

P&L responsibility

Team management

ITIL

Six-Sigma / DMAIC / LEAN

Stakeholder communication

Education

Bachelor's degree in IT or related field

MBA (a plus)

Job description

Location: Malaysia (MY) local candidates only

Eligibility: Chinese speaker preferred

Experience: 10+ Years

BPO / ITES / Service Desk

Working Experience in BPO industry (Mainly leading a team of service desk )

Have exposure in various country of APAC

Management

• Enhance operational effectiveness and efficiency by collaborating with various support functions, including Recruitment, Training, Quality, Workforce, HR, Finance, etc.
• Ensure compliance with ITIL-based best practices.
• Initiate and implement strategic initiatives, ensuring deliverable quality and fostering positive team relationships to achieve operational excellence.
• Drive process improvement by evaluating and refining current procedures and workflows alongside the team, utilizing methodologies such as Six-Sigma, DMAIC, and LEAN.
• Define operational objectives and work plans, holding regular meetings to optimize productivity, expand product knowledge, and increase customer satisfaction.
• Contribute to business development efforts by creating and presenting business reviews with internal and external stakeholders.
• Foster a culture of accountability, collaboration, and continuous learning

Requirements

• Bachelor's degree in IT or related field required; postgraduate qualifications preferred. MBA is a plus.
• At least 10 years' relevant experience, including 2+ years with P&L responsibility and ITES/ SD project management.
• Service Desk leadership experience is a must.
• Able to oversee 300+ FTEs across multiple business lines or programs.