Service Delivery Manager

Xcellink Pte Ltd; Petaling Jaya; On-site; MYR 180,000 - 240,000; Full time

Job summary

Xcellink Pte Ltd in Malaysia is seeking an experienced Service Delivery Manager to lead the 24x7 NOC and Infrastructure Operations teams, ensuring high-quality managed services and SLA compliance.

You will oversee NOC Operators and Engineers, leveraging Dynatrace, ManageEngine tools, and ITSM platforms to monitor mission-critical systems and drive continuous service improvements.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related.
• 7+ years in Infrastructure Operations, NOC, or Managed Services.
• 3+ years in a Service Delivery/Operations leadership role.
• Strong ITIL knowledge: Incident, Problem, Change, SLA management.
• Experience running 24x7 support for critical services.
• Familiarity with Dynatrace, ManageEngine tools, and ITSM platforms such as ServiceNow.
• Solid networking, server infrastructure, and cloud (AWS/Azure) understanding.
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead and manage 24x7 NOC and Infrastructure Operations teams.
• Ensure services meet SLAs, KPIs, and standards.
• Serve as primary escalation point for major incidents and outages.
• Drive ITIL-aligned incident, problem, and change management processes.
• Conduct regular service reviews and report to customers/stakeholders.
• Monitor performance, identify trends, and drive continual improvement.
• Oversee resource planning, shift coverage, and team development.
• Collaborate with engineering, customers, and vendors for timely resolution.
• Oversee governance, risk, and compliance requirements.
• Drive automation and process optimization for quality and efficiency.

Skills

Leadership

Stakeholder management

Communication

Team management

Education

Bachelor's Degree in IT/CS/Engineering

Tools

Dynatrace

ManageEngine

OpManager

Applications Manager

NetFlow Analyzer

ServiceNow

Job description

We are seeking an experienced Service Delivery Manager to lead our 24x7 Network Operations Center (NOC) and Infrastructure Operations team. This role is responsible for ensuring the delivery of high-quality managed services, achieving SLA targets, managing major incidents, and driving continuous service improvement across enterprise network, infrastructure, cloud, and application environments. You will oversee a team of NOC Operators and NOC Engineers utilizing Dynatrace, ManageEngine, and ITSM platforms to monitor and support mission-critical systems.

Key responsibilities

Lead and manage 24x7 NOC and Infrastructure Operations teams

Ensure delivery of services in accordance with agreed SLAs, KPIs, and operational standards

Act as the primary escalation point for major incidents, service outages, and customer concerns

Drive incident, problem, and change management processes following ITIL best practices

Conduct regular service reviews and present operational reports to customers and stakeholders

Monitor service performance, identify trends, and implement continuous improvement initiatives

Manage resource planning, shift coverage, staffing, and team development

Collaborate closely with internal engineering teams, customers, and vendors to ensure timely issue resolution

Oversee operational governance, risk management, and compliance requirements

Drive automation and process optimization initiatives to improve service quality and operational efficiency

About you

Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline

Minimum 7 years of experience in Infrastructure Operations, NOC, Managed Services, or IT Operations environments

At least 3 years of experience in a Service Delivery Manager, Operations Manager, NOC Manager, or similar leadership role

Strong knowledge of ITIL processes, SLA management, Incident Management, Problem Management, and Change Management

Experience managing 24x7 support operations and critical business services

Familiarity with enterprise monitoring and observability tools, including Dynatrace, ManageEngine (OpManager, Applications Manager, NetFlow Analyzer), and ServiceNow or other ITSM platforms

Good understanding of networking, server infrastructure, cloud platforms (AWS/Azure), and application operations

Strong stakeholder management, customer-facing, presentation, and communication skills

Ability to lead teams effectively in high-pressure and fast-paced operational environments