Service Delivery Manager

Zohorecruit; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

Zohorecruit is seeking a proactive professional in Petaling Jaya, Malaysia to lead end-to-end project delivery and service assurance. You will coordinate cross-functional teams to meet quality standards and SLAs, manage incidents, and drive improvements while maintaining strong stakeholder communication.

You will supervise software engineering staff, recruit and mentor juniors, and build solid relationships with customers and other departments.

Qualifications

• Bachelor's degree in computer science, information technology, or engineering.
• Experience dealing with third-party service providers.
• Strong organizational and project management skills.
• Exceptional leadership abilities including training and mentoring junior staff.
• Excellent customer service and people management skills.
• Deep knowledge of escalation procedures, incident management, and ITIL principles.
• Minimum 3 years in a similar role or 7 years in software development for enterprise/cloud.

Responsibilities

• Develop a deep understanding of projects to manage end-to-end delivery.
• Ensure systems and procedures meet quality standards and SLAs.
• Own critical incidents, coordinate resolutions, and conduct post-incident reviews.
• Drive service delivery performance and meet customer expectations.
• Provide regular performance reports to management.
• Lead a software engineering team, including recruitment and mentoring.
• Build relationships with customers and cross-functional teams for effective dialogue.
• Collaborate with partners to set standards for software, infrastructure and security.
• Ensure projects comply with latest guidelines for outsourcing, security, etc.

Skills

Project management

Leadership

Customer service

People management

ITIL

Incident management

Communication

Time management

Education

Bachelor's degree in computer science / IT / engineering

Job description

Petaling Jaya, Malaysia | Posted on 02/03/2026

• Developing a deep and thorough understanding of projects to gain insights into the scope ofdelivery, and to be responsible for end-to-end management of projects.
  
• Ensuring that systems, procedures and methodologies are in place to meet required qualitystandards and service level agreements.
  
• Taking ownership of critical incidents, coordinating with resolution parties, and establishingeffective communication between stakeholders and post-incident reviews.
  
• Taking accountability for service delivery performance, meeting customer expectations anddriving future demand.
  
• Recommending methods of improvement and seeing that actions are planned andimplemented on time for service delivery improvements.
  
• Providing accurate and regular reports to the management on performance of the servicedelivery and on-going projects.
  
• Leading a software engineering team, including staff recruitment, performance assessment,training and mentoring.
  
• Building and maintaining positive relationships with customers.
  
• Building strong relationships with other teams (client servicing, creative, user experience andproduct) and stakeholders to enable effective dialogue exchange between departments.
  
• Collaborating with technical partners to set standards for software, infrastructure andsecurity.
  
• Ensuring that projects and services are delivered to comply with latest RMIT, Outsourcingand Security guidelines.
  

Requirements

• Bachelor’s degree (or equivalent) in computer science, information technology, orengineering
  
• Experienced in dealing with 3rd party service providers
  
• Solid organizational and project management skills
  
• Exceptional leadership skills and ability to train and guide junior members
  
• Strong customer service and people management skills
  
• In-depth knowledge of escalation procedures, incident management, resource planning andother disciplines related to service delivery, e.g. ITIL principles
  
• At least 3 years of relevant professional experience in a similar role, or 7 years of experiencein software development experience around enterprise and cloud environments
  
• Solid problem-solving skills and ability to manage and prioritize tasks efficiently
  
• Excellent oral and written communication skills.