Service Delivery Lead — ITSM, AI & Automation

GCIS SDN BHD; Petaling Jaya; On-site; MYR 150,000 - 210,000; Full time

Job summary

GCIS SDN BHD is seeking an experienced Service Delivery Lead to oversee end-to-end IT service delivery, contract management, billing coordination, and ITSM operations in Malaysia. You will drive improvements, ensure SLA compliance, and manage vendor relationships with a focus on AI-driven automation.

The role requires strong leadership, independent decision-making, and excellent communication with customers and management.

Qualifications

• Bachelor's Degree or Diploma in IT, Computer Science, Business Management, or related discipline.
• Minimum 5 years of experience in IT service delivery, managed services, IT operations, or related roles.
• Strong understanding of ITIL and ITSM processes, SLA management, and service governance.
• Experience in customer contract management, billing coordination, and service reporting.
• Familiar with ITSM platforms such as ServiceNow, ManageEngine, Jira Service Management, or equivalent.
• Strong presentation, communication, stakeholder management, and problem-solving skills.
• Able to work independently, exercise sound judgement, and make decisions within established authority and governance.
• Experience with AI tools, AI agents, Power Automate, or workflow automation platforms is an added advantage.
• ITIL certification is preferred.

Responsibilities

• Oversee end-to-end ITSM processes, including Incident, Problem, Change, Request, and Service Level Management.
• Monitor SLA performance, response times, resolution times, ticket ageing, and service quality.
• Coordinate with technical teams, vendors, and stakeholders to ensure timely service delivery.
• Drive continuous service improvement and ensure adherence to ITIL best practices.
• Manage customer service contracts, renewals, deliverables, and contractual obligations.
• Ensure services delivered are aligned with agreed contract scope, SLA, and commercial terms.
• Coordinate monthly billing, invoice verification, purchase orders, and payment follow-ups with relevant teams.
• Track contract utilisation, service consumption, billing milestones, and renewal schedules.
• Identify service scope gaps, commercial risks, and opportunities for service improvement.
• Independently evaluate operational issues and make sound decisions based on governance.

Skills

Leadership

ITIL & ITSM

Stakeholder Mgmt

Vendor Coordination

Automation

Education

Bachelor's Degree / Diploma in IT

Tools

ServiceNow

ManageEngine

Jira Service Management

Job description

GCIS SDN BHD is seeking an experienced Service Delivery Lead to oversee end-to-end IT service delivery, contract management, billing coordination, and ITSM operations in Malaysia. You will drive improvements, ensure SLA compliance, and manage vendor relationships with a focus on AI-driven automation.

The role requires strong leadership, independent decision-making, and excellent communication with customers and management.