Service Delivery Lead

DXC Technology Malaysia Sdn Bhd.; Selangor; Hybrid; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Medical

Education support

Dental

Retirement benefits

Other rewards and recognition

Insurance

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

Service Delivery & ITIL Service Mgmt

SLA/KPI Management

Incident, Problem & Change Mgmt

Leadership & Team Development

ITSM Tools & Analytics

Tools

ServiceNow

Remedy

ServiceDesk Plus

Service Analytics

Job description

The Service Delivery Lead is responsible for managing the end-to-end delivery of shared or managed services, ensuring SLA, KPI, contractual, and customer satisfaction targets are consistently achieved. The role serves as the primary operational liaison between customers, stakeholders, and delivery teams while driving service excellence, governance, risk management, and continuous improvement initiatives.

Key Responsibilities:

• Lead day-to-day service delivery operations and ensure achievement of service performance targets.
• Manage customer relationships, service reviews, escalations, and stakeholder communications.
• Ensure compliance with ITIL best practices, governance frameworks, security requirements, and audit controls.
• Drive continuous service improvement, automation, root cause analysis, and operational efficiency initiatives.
• Monitor and report on service performance, risks, customer satisfaction, and improvement plans.
• Support budgeting, forecasting, contract management, and commercial objectives.
• Lead, coach, and develop service delivery teams while ensuring effective resource planning and workforce management.

Required Experience:

• 8-12 years of experience in IT Services, Shared Services, Managed Services, or Business Process Services.
• 3-5 years of leadership experience in service delivery or operations management.
• Strong experience in customer management, service governance, and operational performance management.
• Experience working in enterprise, outsourced, or multi-vendor environments is preferred.

Key Skills:

• Service Delivery & ITIL Service Management
• SLA/KPI Management
• Incident, Problem & Change Management
• Leadership & Team Development
• ITSM Tools (ServiceNow, Remedy, ServiceDesk Plus) and Service Analytics

Success Metrics: SLA/KPI achievement, customer satisfaction (CSAT), service stability, escalation management, continuous improvement delivery, audit compliance, financial performance, and employee engagement.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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Information Technology Services More than 10,000 employees

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com.

Perks and benefits Medical Miscellaneous allowance Education support Dental Retirement, Other rewards and recognition, Insuran