Service delivery manager

TGS International Group; Johor Bahru; On-site; MYR 180,000 - 280,000; Full time

Job summary

TGS International Group is seeking a Service Delivery Manager for Data Centre / IT Infrastructure in Johor Bahru to lead on-site teams, own client interfaces and ensure delivery against SLAs.

The role requires 10+ years in IT infra, 5+ in service delivery leadership, ITIL/Prince2/BICSI certs, and experience with enterprise or hyperscale clients; responsible for reporting, risk management and continuous improvement.

Qualifications

• 10+ years of experience in IT infrastructure or data centre environments.
• Minimum 5 years in service delivery, operations management or similar leadership.
• Proven experience managing technical engineering teams.
• Strong SLAs/KPIs management and reporting.
• ITIL, PRINCE2, BICSI or similar certifications.
• Experience with enterprise, hyperscale or major international clients.
• Knowledge of data centre operational processes, change management and incident management.
• Ability to build relationships with senior client stakeholders.

Responsibilities

• Act as the primary client interface for operational and service delivery matters.
• Manage day-to-day service delivery across data centre and IT infrastructure environments.
• Ensure services are delivered per SLAs, KPIs and contractual obligations.
• Lead on-site engineers, supervisors and technical teams.
• Monitor operational performance and implement service improvement initiatives.
• Producing and presenting monthly operational, performance and financial reports.
• Managing resource planning, staffing levels, shift coverage and operational requirements.
• Maintaining high standards across Health & Safety, Quality and operational compliance.
• Managing third-party suppliers, subcontractors and external service providers.
• Supporting the development and improvement of operational processes, procedures and documentation.
• Working closely with the client to identify upcoming requirements, risks and opportunities for improvement.
• Ensuring consistently high levels of client satisfaction and service performance.
• Collaborate with client and internal teams to drive service excellence.

Skills

Client interface

Service delivery

ITIL framework

Team leadership

SLA / KPI management

Reporting & analytics

Stakeholder management

Change management

Data centre infra knowledge

Contract / vendor management

Job description

Service Delivery Manager – Data Centre / IT Infrastructure

Job Type: Permanent

Sector: Data Centres / IT Infrastructure / Managed Services

TGS International Group is currently supporting a leading global technology and infrastructure services organisation in the appointment of an experienced Service Delivery Manager – Data Centre / IT Infrastructure.

The business delivers end-to-end technology infrastructure solutions across data centres, enterprise environments and mission-critical facilities, supporting major international clients with connectivity, managed services and technical operations.

This is a senior site-based position responsible for the successful delivery of IT infrastructure and data centre services for a key client in Johor.

The successful candidate will take ownership of operational performance, lead on-site technical teams and act as the primary point of contact between the client and service delivery operation.

The Role

As Service Delivery Manager, you will be responsible for:

• Acting as the primary client interface for all operational and service delivery matters.
• Managing day-to-day service delivery across data centre and IT infrastructure environments.
• Ensuring all services are delivered in accordance with agreed SLAs, KPIs and contractual obligations.
• Leading, developing and managing on-site engineers, supervisors and technical teams.
• Monitoring operational performance and implementing service improvement initiatives.
• Producing and presenting monthly operational, performance and financial reports.
• Managing resource planning, staffing levels, shift coverage and operational requirements.
• Maintaining high standards across Health & Safety, Quality and operational compliance.
• Managing third-party suppliers, subcontractors and external service providers.
• Supporting the development and improvement of operational processes, procedures and documentation.
• Working closely with the client to identify upcoming requirements, risks and opportunities for improvement.
• Ensuring consistently high levels of client satisfaction and service performance.
• 10+ years' experience within IT infrastructure, data centre or mission-critical technology environments.
• Minimum 5 years' experience within Service Delivery, Operations Management or a similar leadership position.
• Strong experience managing technical engineering teams and supervisors.
• Proven experience managing service performance against SLAs and KPIs.
• Strong understanding of ITIL-based service environments.
• Demonstrable experience managing senior client relationships.
• Strong reporting, analytical and organisational capabilities.
• Experience working within structured operational and contractual environments.
• ITIL, PRINCE2, BICSI or similar professional certification.
• Experience within structured cabling, connectivity or physical data centre infrastructure.
• Experience supporting enterprise, hyperscale or major international clients.
• Knowledge of data centre operational processes, change management and incident management.

This opportunity would suit an experienced Service Delivery or Operations Manager who is comfortable taking ownership of a major client environment while managing both technical delivery and senior stakeholder relationships.