Service Delivery Manager

EPS Malaysia; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

EPS Malaysia seeks a seasoned service delivery leader to own end-to-end project management and ensure quality standards across enterprise and cloud environments.

Responsibilities include incident management, stakeholder communication, and guiding software engineering teams while fostering cross-team collaboration to meet customer expectations and security guidelines.

Qualifications

• Bachelor’s degree (or equivalent) in computer science, information technology, or engineering.

Responsibilities

• Developing a deep and thorough understanding of projects to gain insights into the scope of delivery, and to be responsible for end-to-end management of projects
• Ensuring that systems, procedures and methodologies are in place to meet required quality standards and service level agreements
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders and post-incident reviews
• Taking accountability for service delivery performance, meeting customer expectations and driving future demand
• Recommending methods of improvement and seeing that actions are planned and implemented on time for service delivery improvements
• Providing accurate and regular reports to the management on performance of the service delivery 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 and product) and stakeholders to enable effective dialogue exchange between departments
• Collaborating with technical partners to set standards for software, infrastructure and security
• Ensuring that projects and services are delivered to comply with latest RMIT, Outsourcing and security guidelines

Skills

Project management

Leadership

Customer service

ITIL knowledge

Communication skills

Incident management

Resource planning

Cloud environments

Education

Bachelor’s degree in CS/IT/Engineering

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Developing a deep and thorough understanding of projects to gain insights into the scope of delivery, and to be responsible for end-to-end management of projects

Ensuring that systems, procedures and methodologies are in place to meet required quality standards and service level agreements

Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders and post-incident reviews

Taking accountability for service delivery performance, meeting customer expectations and driving future demand

Recommending methods of improvement and seeing that actions are planned and implemented on time for service delivery improvements

Providing accurate and regular reports to the management on performance of the service delivery 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 and product) and stakeholders to enable effective dialogue exchange between departments

Collaborating with technical partners to set standards for software, infrastructure and security

Ensuring that projects and services are delivered to comply with latest RMIT, Outsourcing and security guidelines

Job Requirements

Bachelor’s degree (or equivalent) in computer science, information technology, or engineering

Experienced in dealing with 3rd party service providers

Solid organisational 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 and other 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 experience in software development experience around enterprise and cloud environments

Solid problem-solving skills and ability to manage and prioritise tasks efficiently

Excellent oral and written communication skills.