Service Delivery Manager

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

Job summary

A tech solutions company in Kuala Lumpur is seeking a Service Delivery Manager for the ServiceNow platform. This role includes leading service delivery, managing Agile squads, and ensuring performance targets are met. Candidates should have at least 6 years of experience in IT Service Delivery, strong knowledge of ServiceNow modules, and excellent stakeholder management skills. Certifications in ITIL or ServiceNow are a plus, with a commitment to equitable hiring practices.

Qualifications

• 6+ years of experience in IT Service Delivery, preferably with ServiceNow.
• Strong understanding of ITIL processes and service governance.
• Experience managing ServiceNow squads or platform teams.

Responsibilities

• Lead service delivery for the ServiceNow platform across multiple modules.
• Manage ServiceNow squad delivery, sprint planning, and release coordination.
• Ensure SLA, KPI, and platform performance targets are met.

Skills

IT Service Delivery

Stakeholder Management

Agile / Scrum

ServiceNow modules knowledge

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.

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

Qualifications

• 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.