Service Delivery Manager

Innovation Associates Consulting Sdn Bhd; Cyberjaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

A consulting firm in Cyberjaya is seeking a Service Delivery Manager to oversee end-to-end service delivery, ensuring that all activities meet SLAs, KPIs, and quality standards. The role requires a Bachelor's degree in IT or a related field, strong communication and leadership skills, and at least 7–10 years of experience in IT service delivery or project management. ITIL certification is a plus. You will facilitate communication between teams and drive continuous service improvement initiatives.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• ITIL Certification will be an added advantage.
• Minimum 7–10 years in IT service delivery, application support, or project management roles.

Responsibilities

• Oversee end-to-end service delivery to meet SLAs and KPIs.
• Act as primary contact between clients and internal teams.
• Coordinate resources for timely resolution of incidents and requests.
• Monitor service performance and prepare reports.
• Ensure compliance with ITIL processes.
• Drive continuous service improvement initiatives.

Skills

Strong communication

Leadership

Problem-solving skills

Customer-focused mindset

Familiarity with enterprise applications

Education

Bachelor’s degree in Information Technology

Tools

SAP

ERP systems

OutSystems

Job description

Responsibilities:

• Oversee end-to-end service delivery to ensure all AMS activities meet agreed SLAs, KPIs, and quality standards.
• Act as the primary point of contact between clients and internal delivery teams for all service-related matters.
• Coordinate and manage resources to ensure timely resolution of incidents, service requests, and change implementations.
• Monitor service performance, prepare regular reports, and conduct service review meetings with stakeholders.
• Ensure compliance with ITIL processes and organizational policies for incident, problem, and change management.
• Manage escalations and drive root cause analysis to prevent recurring issues.
• Facilitate communication among technical, functional, and business teams to ensure service continuity.
• Drive continuous service improvement (CSI) initiatives to enhance service efficiency and client satisfaction.
• Support governance and audit requirements, ensuring documentation and controls are in place.

Requirements:

• Qualification: Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field
• Have ITIL Certification will be an added advantage.
• Required skill(s): Familiarity with enterprise applications (SAP, ERP systems, OutSystems, or relevant platforms). Proven track record in managing large-scale service delivery operations
• Key quality(s): Strong communication, leadership, problem-solving skills, and a customer‑focused mindset to ensure effective and high‑quality service delivery.
• Required language(s): English and Bahasa Malaysia
• Desired experience/exposure: Minimum 7–10 years in IT service delivery, application support, or project management roles. Experience in managing SLA/KPI-driven environments. Exposure to multi‑vendor or cross‑functional support environments.