Service Delivery Manager

Encora Technologies Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A global digital engineering solutions provider in Kuala Lumpur seeks a Service Delivery Manager (ServiceNow) to oversee service delivery for the ServiceNow platform. Responsibilities include leading service delivery, managing sprint planning, and ensuring performance targets are met. Candidates should have over 6 years of IT Service Delivery experience with a strong background in ServiceNow modules. The ideal candidate will have excellent communication skills and experience with Agile delivery models.

Qualifications

• 6+ years of experience in IT Service Delivery with a focus on ServiceNow.
• Hands-on experience managing ServiceNow squads.
• Strong understanding of ServiceNow modules including ITSM, CMDB, and Asset Management.

Responsibilities

• Lead service delivery for the ServiceNow platform across ITSM and related modules.
• Ensure SLA and KPI targets are met.
• Drive ITIL-aligned processes within the ServiceNow ecosystem.

Skills

IT Service Delivery

ServiceNow

Agile / Scrum

Stakeholder Management

ITIL Processes

Job description

Overview

We are seeking a Service Delivery Manager (ServiceNow) to lead and govern end-to-end service delivery for the ServiceNow platform. This role acts as the bridge between business stakeholders, ServiceNow development squads, and operations teams, ensuring platform stability, delivery excellence, and continuous improvement.

Key Responsibilities

• Lead service delivery for the ServiceNow platform across ITSM, CMDB, Asset Management, and related modules
• Manage ServiceNow squad delivery, sprint planning, backlog prioritization, and release coordination
• Ensure SLA, KPI, and platform performance targets are met
• Act as the primary escalation point for ServiceNow-related incidents and delivery risks
• Drive ITIL-aligned processes within the ServiceNow ecosystem
• Coordinate with Product Owners, Developers, CMDB/Asset engineers, and stakeholders
• Oversee platform governance, change management, and release management
• Prepare service reports, dashboards, and executive updates

Requirements

• 6+ years of experience in IT Service Delivery, with strong exposure to ServiceNow
• Hands-on experience managing ServiceNow squads or platform teams
• Strong understanding of ServiceNow modules (ITSM, CMDB, Asset Management)
• Experience with Agile / Scrum delivery models
• Solid knowledge of ITIL processes and service governance
• Excellent stakeholder management and communication skills
• ITIL and/or ServiceNow certifications are a plus

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.