Service Delivery Manager

FARBEN INFORMATION (SINGAPORE) PTE. LTD.; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading HR solution provider in Kuala Lumpur is seeking a results-driven Service Delivery Manager to lead end-to-end delivery of HR projects with a focus on IT staffing, ITO, and BPO project management. This role entails overseeing the full project lifecycle, maintaining strong client relationships, and driving new business development. The ideal candidate should have a Bachelor’s degree and at least three years of project management experience, with excellent skills in communication and client relationship management. Proficiency in Mandarin is preferred.

Qualifications

• Minimum 3 years of proven experience in project management with a strong focus on IT staffing, ITO, or BPO projects.
• Proficiency in end-to-end project delivery including project planning, resource management, and risk control.
• Familiarity with HR outsourcing processes and IT industry staffing trends preferred.

Responsibilities

• Lead end-to-end delivery of HR projects, ensuring alignment with client requirements and quality standards.
• Develop and execute project plans, allocate resources effectively, and monitor progress.
• Identify new business opportunities with existing clients and participate in client acquisition efforts.

Skills

Project delivery expertise

Client relationship management

Business acumen

Communication skills

Negotiation skills

Problem-solving skills

Education

Bachelor’s degree in Business Administration, Human Resources, Information Technology or related fields

Tools

Jira

Microsoft Project

Job description

We are seeking a results-driven Service Delivery Manager to lead end-to-end delivery of HR projects, with a core focus on IT staffing, ITO (Information Technology Outsourcing), or BPO (Business Process Outsourcing) project management. You will oversee the full project lifecycle, maintain strong client relationships, and drive new business development to expand our service footprint. The ideal candidate will combine project delivery expertise with client-centricity and business acumen to ensure service excellence and growth.

Key Responsibilities

Lead end-to-end delivery of HR projects, including IT staffing, ITO, and BPO initiatives, ensuring alignment with client requirements, timelines, and quality standards.

Develop and execute project plans, allocate resources effectively, and monitor progress to mitigate risks and resolve issues promptly.

Maintain and deepen client relationships through regular communication, proactive needs assessment, and delivery of high-quality service that exceeds expectations.

Identify new business opportunities with existing clients, collaborate with sales teams to expand service scope, and participate in new client acquisition efforts.

Oversee the full project lifecycle from initiation, planning, execution, monitoring, to closure, ensuring compliance with company processes and client SLA.

Coordinate cross-functional teams (recruitment, operations, quality assurance) to ensure seamless project delivery and resource optimization.

Prepare and present project status reports, performance metrics, and business proposals to clients and internal stakeholders.

Continuously optimize service delivery processes, improve operational efficiency, and enhance client satisfaction and retention.

Requirements

Bachelor’s degree in Business Administration, Human Resources, Information Technology, or related fields.

Minimum 3 years of proven experience in project management, with a strong focus on IT staffing, ITO, or BPO projects (non-negotiable).

Proficiency in end-to-end project delivery, including project planning, resource management, risk control, and stakeholder communication.

Excellent client relationship management skills, with a track record of maintaining long-term client partnerships and driving business expansion.

Strong business acumen, with the ability to identify client needs, propose tailored solutions, and convert opportunities into new business.

Exceptional communication, negotiation, and problem-solving skills, with the ability to collaborate effectively across teams and levels.

Familiar with HR outsourcing processes, IT industry staffing trends, and project management tools (e.g., Jira, Microsoft Project) is preferred.

Results-oriented, self-motivated, and able to thrive in a fast-paced, dynamic work environment.

Proficiency in Mandarin Chinese is preferred.

Preferred Qualifications

PMP (Project Management Professional) or related project management certifications.

Experience in managing large-scale or multi-location HR/IT outsourcing projects.

Deep understanding of talent acquisition, workforce management, and HR service delivery models.