Service Delivery Manager

Tech Staffing; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Tech Staffing is seeking a Service Delivery Manager in Malaysia to lead multiple accounts, drive uptime through effective installation, troubleshooting and maintenance, and shape service delivery policies and budgets.

You will coordinate resources, supervise Desktop Engineers, manage contracts, and own major incidents with clear stakeholder communication and team engagement.

Qualifications

• 8+ years’ experience in service delivery management in a managed service environment.
• Experience in third-party management and delivering multiple services to various customers.
• Demonstrated experience in a complex IT Service Management environment.
• Strong coordination, operational and resource management skills.

Responsibilities

• Lead and manage teams across accounts.
• Oversee installation, troubleshooting and maintenance to maximize uptime.
• Develop and implement service delivery strategies, policies and budgets.
• Monitor and optimize performance of service delivery resources.
• Schedule and train Desktop Engineers.
• Handle service contracts and direct support services to ensure business continuity.
• Own major incidents, coordinate resolutions and communicate with stakeholders.
• Lead regular team meetings and maintain on-site staff communications.
• Manage disciplinary issues for direct reports and participate in hiring/interviewing.

Skills

Service delivery management

Third-party management

Multi-service delivery

ITSM

Coordination

Resource management

Job description

Job Summary:

• Managing and leading the teams over a numbers of accounts
• Overseeing installation, troubleshooting and maintenance to ensure proper function and maximize uptime
• Developing and implementing service delivery strategies, policies and budgets
• Monitoring and optimizing the performance of service delivery resources
• Overseeing the scheduling and training of Desktop Engineers
• Handling service contracts and directs support services to ensure the business continuity
• Taking ownership of major incidents, coordination of resolving parties, effective communication to stakeholders and post incident review
• Holding & attending regular team meetings and ensure regular communications motivate and communicate with on-site staff via meetings and ad-hoc briefings
• Managing all disciplinary issues for direct reports effectively
• Involved in hiring and interviewing

Requirements:

• Min 8 years’ experience with service delivery management in a managed service environment
• Experience in third-party management, delivery of multiple services to various customers
• Demonstrable experience of working in a complex IT Service Management environment
• Strong coordination, operational and resource management skill