Service Delivery Manager

PERSOL Workforce Solutions Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 240,000; Full time

Job summary

PERSOL Workforce Solutions Malaysia Sdn Bhd is seeking a Plan and Governance Lead to drive technical team leadership, governance, and cybersecurity service management. You will manage SLAs, escalations, reporting, and client sign-offs while ensuring security and confidentiality procedures are followed.

The role emphasizes governance meetings, performance reporting, cross-training, and smooth transition planning at project end.

Qualifications

• Technical: Able to demonstrate technical team leadership and management of customer governance, SLAs, escalations and reporting.
• Knowledge – Specialist: Relevant cybersecurity service management experience.
• PMP, PRINCE2 Practitioner or an equivalent project management certification (required).

Responsibilities

• Plan engineer assignments, assessment schedules and coverage for routine testing, project requests, quarterly discovery and the annual simulation.
• Track assessment turnaround, reporting, remediation validation and responsiveness.
• Manage escalations, service recovery, root-cause analysis and corrective actions.
• Oversee technical peer review and report quality.
• Ensure the team follows the client's security, testing and confidentiality procedures.
• Lead governance meetings, present monthly performance and quarterly completion reports, and coordinate client sign-off on quarterly service reports.
• Maintain coverage through cross-training, succession planning and timely replacements.
• Adjust staffing and skill coverage as the client's requirements change.
• Maintain the service improvement roadmap and lead end-of-contract transition and handover.

Skills

Technical leadership

Governance & reporting

SLA management

Escalations handling

Education

PMP certification

PRINCE2 Practitioner

Project management certification

Job description

Plan engineer assignments, assessment schedules and coverage for routine testing, project requests, quarterly discovery and the annual simulation.

Track assessment turnaround, reporting, remediation validation and responsiveness.

Manage escalations, service recovery, root-cause analysis and corrective actions.

Oversee technical peer review and report quality.

Ensure the team follows the client's security, testing and confidentiality procedures.

Lead governance meetings, present monthly performance and quarterly completion reports, and coordinate client sign-off on quarterly service reports.

Maintain coverage through cross-training, succession planning and timely replacements.

Adjust staffing and skill coverage as the client's requirements change.

Maintain the service improvement roadmap and lead end-of-contract transition and handover.

Requirements

Skills – Technical:

Able to demonstrate technical team leadership and management of customer governance, SLAs, escalations and reporting.

Knowledge – Specialist:

Relevant cybersecurity service management experience.

PMP, PRINCE2 Practitioner or an equivalent project management certification (required).