Service Delivery Manager

Sunway Technology Group; Subang Jaya; Hybrid; MYR 200,000 - 250,000; Full time

Job summary

A leading technology and services firm in Subang Jaya is looking for a Service Delivery Team Manager to oversee both technical and managerial tasks including troubleshooting, performance management, and service delivery. The ideal candidate will have a Bachelor's degree in IT or related fields, with at least 3 years of experience in a similar role. Responsibilities include managing service desk teams, maintaining client relationships, and ensuring compliance with SLAs. This position requires strong communication skills and knowledge of ITIL processes, with an adaptable nature to thrive in a dynamic environment.

Qualifications

• Minimum 3 years in a Delivery Manager or Project Manager role (Software / IT Projects).
• Strong knowledge of ITIL processes and SLA management.
• Experience handling escalations and client-facing communications.

Responsibilities

• Lead the service desk team to ensure efficient processes.
• Manage conflicts and monitor service delivery performance.
• Act as a point of contact for assigned contracts and escalations.

Skills

ITIL processes

SLA management

Client-facing communications

Organisational skills

Time-management skills

Stakeholder management

Education

Bachelor’s degree in information technology or related fields

Professional certifications like ITIL, PRINCE2

Tools

Ticketing systems

Remote support tools

Job description

Job Summary:

The Service Delivery Team Manager is responsible for overseeing both technical and managerial tasks, including troubleshooting issues, managing team performance, and coordinating projects. This role ensures the delivery of services that meet SLAs while driving continuous improvement in productivity, service quality, and customer satisfaction. The manager fosters strong internal and external relationships, promotes effective communication, and supports service enhancements through proactive planning and collaboration.

Key Responsibilities:

Service Performance & SLA

• Lead service desk team consisting of service desk analyst, frontend support engineer, application support analyst, cover both internal & external projects.
• Manage conflict and ensure the team's processes and tasks are carried out efficiently.
• Ensure systems and procedures are in place to meet required quality standards.
• Monitor service delivery performance, meet customer expectations and support KPIs to ensure SLA compliance.
• Analyze trends, incidents, and service gaps.

Client & Escalation Management

• Act as a customer and internal point of contact for assigned contracts include escalation points, contract management and etc.
• Maintain strong relationships with client stakeholders.
• Ensure timely resolution of critical incidents and major issues.

Operational Governance

• Oversee incident and problem resolution processes, include post-incident reviews.
• Ensure ITIL-aligned service delivery and process compliance.
• Support root cause analysis and preventive actions.

Reporting & Continuous Improvement

• Prepare service reports and performance dashboards.
• Identify opportunities to improve service quality and efficiency and drive future demand.
• Provide regular reports & clients’ feedbacks to senior leadership on service delivery performance.

Other Responsibilities

• Collaborate with technical partners to explore new tools and set standards for software, infrastructure, and security.
• Oversee recruitment, performance assessment, training, mentoring and talent development.
• Work with Sales and Presales team on technical bids and quotations.
• Performs any other related duties as and when directed by superior.

Qualification

• Bachelor’s degree in information technology, computer science or related fields.
• Professional certifications (optional but advantageous): ITIL, PRINCE2 or equivalent.

Requirements

• Minimum 3 years in a Delivery Manager or Project Manager role (Software / IT Projects).
• Strong knowledge of ITIL processes and SLA management
• Experience handling escalations and client-facing communications
• Familiar with ticketing systems and remote support tools
• Strong communication and stakeholder management skills
• Experience supporting multi-site or regional operations
• Technical knowledge in software development, implementation, migration and application support would be an added benefit.
• Familiar with digital workplace technologies and enterprise IT systems.

Other Skills

• Strong organisational and time-management skills.
• Financial acumen to manage budgets and improve cost without scarify satisfaction.
• High level of adaptability and ability to manage competing priorities.

Work Environment

• The role may involve a mix of office-based and off-site work, with occasional travel to meet stakeholders or oversee project sites.
• The role is expected to work under tight deadlines and handle multiple priorities in a dynamic environment.