Service Delivery Manager

Westernacher Consulting; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Westernacher Consulting in Malaysia is seeking an AMS Service Delivery Lead to manage ITIL-aligned service operations for a major client. You will oversee incident, problem, change, release and knowledge management, drive service improvements, and lead governance forums with customer IT leadership.

You will coordinate major incidents, ensure SLA/KPI targets are met, manage resources, reporting, and financials, and coach the AMS team through transitions from projects to support.

Qualifications

• Experience implementing and operating ITIL-based service management
• Proven ability to manage incidents, problems, changes, and releases
• Strong governance, reporting, and stakeholder-facing skills

Responsibilities

• Ensure AMS adherence to SLA/KPI targets and manage service reporting
• Lead major incident management and timely resolution of critical issues
• Prepare regular service reviews, governance forums, and client jour fixes
• Analyze AMS performance trends and identify improvement opportunities
• Oversee SAP application support and vendor management
• Drive Continuous Service Improvement and process optimization
• Manage service transition from projects to AMS with knowledge transfer

Skills

ITIL

Service delivery

Stakeholder management

Major incident management

Governance & reporting

Education

Bachelor's degree in IT / CS

Tools

ITSM tools (e.g., ServiceNow)

Job description

• Ensure that the AMS adheres to agreed SLA and KPI targets. Perform service level reporting and manage service escalations.
• Lead major incident management activities and ensure timely resolution of critical business-impacting issues.
• Prepare and conduct regular service review meetings, governance forums, and customer jour fixes.
• Analyse AMS statistics and service performance trends to identify improvement opportunities and inputs for Problem and Change Management.
• Build trust-based relationships with customer IT leadership and key business stakeholders.
• Manage the AMS contract, including quarterly and annual service reviews, scope adjustments, renewals, and claim management
• Perform regular customer satisfaction reviews and proactively address improvement areas.
• Drive Continuous Service Improvement initiatives, including process optimization, automation opportunities, and reduction of recurring incidents.
• Ensure adherence to Incident, Problem, Change, Release, and Service Request Management processes in accordance with ITIL best practices.
• Prepare and present service dashboards, KPI reports, risk assessments, and improvement plan to customer and internal leadership.
• Govern service transition activities from projects to AMS support, ensuring operational readiness and successful knowledge transfer.
• Manage resource capacity, skills development, and succession planning to ensure sustainable service delivery.
• Oversee SAP application support services to ensure system stability, business continuity, and achievement of contractual commitments.

Service Delivery

• Ensure availability and effective capacity planning of a qualified AMS team capable of delivering the agreed service scope and meeting SLA and KPI targets.
• Own and govern AMS processes including Incident, Service Request, Problem, Change, Release, and Knowledge Management in accordance with agreed procedures and ITIL best practices.
• Act as the primary point of contact for Change Management at the customer and oversee the evaluation, planning, approval, communication, and implementation of changes.
• Manage the scope, delivery, financials, and commercial aspects of change requests, ensuring alignment with contractual agreements and customer expectations.
• Lead the coordination of major incidents and ensure timely resolution of business-critical issues while providing regular stakeholder communication and escalation management.
• Monitor service performance, identify trends and risks, and implement corrective actions to ensure service quality and operational stability.
• Drive Continuous Service Improvement initiatives, including process optimization, automation opportunities, reduction of recurring incidents, and increased service efficiency.
• Ensure effective knowledge management practices, including maintenance of documentation, standard operating procedures, and the customer knowledge base.
• Support service transition activities from projects to AMS support, ensuring successful knowledge transfer, operational readiness, and support model adoption.
• Manage demand forecasting, resource allocation, onboarding, and skills development to ensure sustainable service delivery.
• Train and develop customer support teams while promoting self-service capabilities and continuous knowledge sharing.
• Manage third-party vendors and subcontractors involved in service delivery and ensure alignment with agreed performance targets.

Time sheets and invoicing

• Ensure timely review and approval of weekly timesheets and validate effort reporting against agreed work assignments and contractual commitments.
• Prepare and validate monthly billing data to support accurate and timely customer invoicing.
• Review monthly invoices and timesheets with the customer, ensuring transparency regarding billable and non-billable activities, travel expenses, and other reimbursable costs.
• Monitor revenue realization, team utilization, project profitability, and financial performance against budget and forecast targets.
• Identify and resolve billing discrepancies and ensure compliance with contractual terms, Statements of Work (SOWs), and agreed commercial agreements.
• Support periodic forecasting, budgeting, revenue planning, and financial reporting activities.
• Conduct project, enhancement, and change request closure activities, including customer sign-off, lessons learned, knowledge transfer, documentation updates, and operational handover where applicable.
• Maintain and update consultant profiles, skills inventories, and knowledge management repositories.
• Provide regular feedback on team and individual performance, support career development discussions, and contribute to talent and succession planning.

Project-related People Management

• Manage consultant workload, assignments, capacity, and travel requirements to ensure optimal productivity, employee well-being, and work-life balance.
• Provide regular performance feedback, coaching, and development guidance to support individual growth and continuous improvement.
• Foster a positive team culture focused on accountability, employee engagement, inclusion, and customer-centric service delivery.
• Recognize and address performance, behavioural, or engagement issues in a timely and constructive manner.
• Encourage innovation, continuous learning, and process improvement initiatives within the team.