Service Delivery Manager

TGS International Group; Johor Bahru; On-site; MYR 167,000 - 257,000; Full time

Job summary

TGS International Group in Johor Bahru is seeking an experienced Service Delivery Manager to lead IT infrastructure and data centre services on-site. You will act as the primary client interface, drive service delivery quality, and oversee on-site teams and subcontractors.

The role focuses on ensuring SLAs and KPIs are met, with strong reporting, governance and continuous improvement across the operation. This is a senior, client-facing position with leadership responsibility.

Qualifications

• 10+ years' experience within IT infrastructure and/or data centre environments.
• 5+ years' experience in Service Delivery or Operations Management.
• Strong experience managing technical teams and service performance.
• Experience working within an ITIL environment.
• Proven experience managing client relationships, SLAs and KPIs.
• Strong reporting, analytical and organisational skills.
• ITIL, PRINCE2 or BICSI certification.
• Experience with structured cabling and/or data centre operations.
• Experience working with enterprise or hyperscale clients.
• Site-based role in Johor Bahru.
• Client-facing position working closely with technical teams, suppliers and subcontractors.
• Responsibility for maintaining consistent service delivery and operational performance.

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 in line with SLAs, KPIs and contractual requirements.
• Lead, motivate and manage on-site technical teams and supervisors.
• Produce and present monthly operational and financial reports.
• Monitor service performance, identify improvements and drive service optimisation.
• Ensure compliance with Health & Safety, Quality and operational standards.
• Manage resource planning, staffing levels and service coverage.
• Oversee third-party suppliers and subcontractors.
• Support continuous improvement of processes, documentation and service delivery.

Skills

IT infrastructure

Data centre operations

Service delivery

ITIL

PRINCE2

BICSI

SLAs

Client relationships

Structured cabling

Job description

Service Delivery Manager – Data Centre / IT Infrastructure

Employment Type: Full-time

An established international technology and infrastructure services organisation is seeking an experienced Service Delivery Manager – Data Centre / IT Infrastructure to lead the delivery of IT infrastructure and data centre services on a key client site in Johor Bahru.

The role will be responsible for ensuring high-quality service delivery, managing on-site technical teams and acting as the primary point of contact for the client. You will drive operational performance, service improvements and client satisfaction while maintaining strong commercial and compliance oversight.

Key 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 in line with SLAs, KPIs and contractual requirements.
• Lead, motivate and manage on-site technical teams and supervisors.
• Produce and present monthly operational and financial reports.
• Monitor service performance, identify improvements and drive service optimisation.
• Ensure compliance with Health & Safety, Quality and operational standards.
• Manage resource planning, staffing levels and service coverage.
• Oversee third-party suppliers and subcontractors.
• Support continuous improvement of processes, documentation and service delivery.

Requirements

• 10+ years' experience within IT infrastructure and/or data centre environments.
• 5+ years' experience in Service Delivery or Operations Management.
• Strong experience managing technical teams and service performance.
• Experience working within an ITIL environment.
• Proven experience managing client relationships, SLAs and KPIs.
• Strong reporting, analytical and organisational skills.
• ITIL, PRINCE2 or BICSI certification.
• Experience with structured cabling and/or data centre operations.
• Experience working with enterprise or hyperscale clients.
• Site-based role in Johor Bahru.
• Client-facing position working closely with technical teams, suppliers and subcontractors.
• Responsibility for maintaining consistent service delivery and operational performance.

What’s on Offer

• Competitive salary package based on experience.
• Opportunity to work within a major data centre / IT infrastructure environment.
• Leadership responsibility across technical service delivery and operations.
• Professional development and certification opportunities.