Service Delivery Lead - IT Support & SLA Excellence

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading service management firm is seeking a Service Delivery Manager in Kuala Lumpur. The successful candidate will oversee IT service delivery, ensuring compliance with SLAs and drive continuous improvements. Key responsibilities include managing client relationships, incident resolution, and adhering to ITIL practices. Candidates must have at least 3 years of experience in IT Service Delivery, excellent communication skills, and a strong understanding of ITIL frameworks. This role offers an opportunity for impactful contributions in a dynamic environment.

Qualifications

• Minimum 3 years’ experience in IT Service Delivery, IT Support, or Helpdesk environments.
• Strong understanding of ITIL frameworks, SLA management, and incident escalation.
• Excellent communication, stakeholder management, and problem-solving skills.

Responsibilities

• Monitor Helpdesk and onsite/proximity support performance to ensure compliance with agreed SLAs and KPIs.
• Act as the main escalation point for client service issues.
• Oversee resolution of complex or high-impact incidents.
• Ensure service delivery processes align with ITIL best practices.

Skills

ITIL frameworks

SLA management

Stakeholder management

Problem-solving skills

Communication

Tools

ServiceNow

Jira

Freshservice

Job description

A leading service management firm is seeking a Service Delivery Manager in Kuala Lumpur. The successful candidate will oversee IT service delivery, ensuring compliance with SLAs and drive continuous improvements. Key responsibilities include managing client relationships, incident resolution, and adhering to ITIL practices. Candidates must have at least 3 years of experience in IT Service Delivery, excellent communication skills, and a strong understanding of ITIL frameworks. This role offers an opportunity for impactful contributions in a dynamic environment.