Service Delivery Manager (Data Center)

TGS International Group; Johor Bahru; On-site; MYR 134,000 - 156,000; Full time

Job summary

TGS International Group is seeking a Service Delivery Manager for Data Centre and IT Infrastructure in Johor Bahru. You will manage day-to-day service delivery, maintain SLA/KPI performance, and lead on-site teams in a complex environment.

Required are 10+ years in IT infrastructure, strong stakeholder management, ITIL experience, and a track record of improving service quality. Role offers full-time permanent employment with salary RM12,000-RM14,000 monthly plus benefits.

Qualifications

• 10+ years in IT infrastructure, data centre or related environments.
• Proven leadership in service delivery and operations management.
• Strong SLAs, KPIs, and client-relationship experience.
• Experience with ITIL and structured cabling environments.

Responsibilities

• Manage day-to-day service delivery across Data Centre and IT infrastructure environments.
• Ensure services are delivered in line with SLAs, KPIs, and contractual requirements.
• Act as the primary operational contact for the client and stakeholders.
• Monitor performance, identify improvements, and coordinate across teams.
• Lead on-site engineers and coordinate resource planning and allocation.

Skills

IT infrastructure

Data Centre Operations

Team Leadership

Stakeholder Management

Service Delivery

SLA/KPI Management

ITIL

Project Coordination

Tools

MS Office

MS Excel

Service Management Systems

Job description

Service Delivery Manager - Data Centre / IT Infrastructure

Location: Johor Bahru, Johor Bahru District, Malaysia

Employment Type: Full-Time / Permanent

Working Hours: Mon-Fri, with flexibility to attend site and customer locations as required

Salary: RM12,000-RM14,000 per month + Benefits

About the Role

A leading technology and connectivity organisation is seeking an experienced Service Delivery Manager - Data Centre / IT Infrastructure to join its growing team in Johor Bahru, Malaysia.

Working across Data Centre, IT infrastructure, structured cabling and network environments, the Service Delivery Manager will play a key role in managing day-to-day service delivery and ensuring services are delivered safely, efficiently, within agreed SLAs and in line with client expectations.

Working closely with client representatives, engineers, supervisors, project teams, suppliers and subcontractors, you will take responsibility for operational performance, resource planning, service quality and continuous improvement.

The role requires a practical understanding of service delivery and Data Centre operations, together with the ability to manage technical teams, client relationships and service performance within a complex infrastructure environment.

The successful candidate will have previous experience in Service Delivery, Operations Management or a similar leadership role, ideally within Data Centres, IT infrastructure, telecommunications, structured cabling or technology infrastructure.

Strong experience managing SLAs and KPIs, together with excellent analytical, organisational, communication and stakeholder-management skills, is required.

Key Responsibilities

Service Delivery & Operations

• Manage day-to-day service delivery across Data Centre and IT infrastructure environments.
• Ensure services are delivered in line with agreed SLAs, KPIs and contractual requirements.
• Act as the primary operational contact for the client.
• Monitor service performance and identify areas for improvement.
• Coordinate operational activities across engineering and technical teams.
• Ensure service issues are identified, managed and escalated appropriately.
• Support service mobilisation, transition and ongoing operational requirements.
• Ensure operational processes and procedures are consistently followed.

Client & Stakeholder Management

• Build and maintain strong working relationships with client stakeholders.
• Attend regular service review and operational meetings.
• Provide clear updates on service performance, incidents, risks and actions.
• Manage client expectations and ensure agreed actions are completed.
• Support the resolution of service issues and escalations.
• Work closely with internal teams to ensure client requirements are understood and delivered.
• Identify opportunities to improve customer satisfaction and service quality.

Team Leadership & Resource Management

• Lead, manage and motivate on-site engineers, technicians and supervisors.
• Ensure appropriate staffing levels and service coverage are maintained.
• Coordinate resource planning and allocation across operational activities.
• Monitor team performance and service workload.
• Support training, development and performance management of technical teams.
• Promote a culture of accountability, safety and continuous improvement.
• Identify resource constraints and elevate requirements where necessary.

SLA, KPI & Performance Management

• Monitor performance against agreed SLAs and KPIs.
• Analyse operational performance and identify trends or recurring issues.
• Investigate service failures and coordinate corrective actions.
• Track incidents, response times and resolution performance.
• Prepare and present monthly operational and service performance reports.
• Maintain accurate service records and KPI information.
• Support the development and implementation of service improvement plans.

Supplier & Subcontractor Management

• Manage third-party suppliers, contractors and subcontractors supporting service delivery.
• Monitor supplier performance against agreed requirements.
• Coordinate external resources and ensure activities are delivered effectively.
• Ensure suppliers comply with client, Health & Safety and operational requirements.
• Identify and elevate supplier performance issues.
• Support commercial and operational reviews of third-party services.

Commercial, Risk & Compliance

• Support operational and financial reporting for the service.
• Monitor resource utilisation and operational costs where required.
• Identify service risks and develop appropriate mitigation actions.
• Support the management of scope changes and additional service requirements.
• Ensure services are delivered in accordance with contractual obligations.
• Ensure compliance with Health & Safety, Quality, security and client site requirements.
• Support audits, reviews and continuous improvement initiatives.

Technical Environment

The successful candidate will have experience working within one or more of the following environments:

• Data Centres
• Hyperscale Data Centres
• Structured Cabling Infrastructure
• Network Infrastructure
• IT Infrastructure
• Telecommunications Infrastructure
• Enterprise Technology Environments
• Critical Infrastructure
• Managed Services
• Mission-Critical Environments

Technical & Operational Expertise

Strong experience in one or more of the following areas:

• Service Delivery Management
• Data Centre Operations
• IT Infrastructure
• ITIL Service Management
• SLA & KPI Management
• Incident Management
• Problem Management
• Change Management
• Client Relationship Management
• Technical Team Leadership
• Resource Planning
• Supplier & Subcontractor Management
• Operational Reporting
• Risk Management
• Health & Safety
• Quality Management
• Structured Cabling
• Network Infrastructure
• Telecommunications Infrastructure
• Microsoft Office
• Microsoft Excel
• Service Management Systems

Candidate Requirements

Essential

• 10+ years' experience in IT infrastructure, Data Centre, telecommunications or related technical environments.
• 5+ years' experience in a Service Delivery, Operations Management or similar leadership role.
• Proven experience managing technical teams and operational service delivery.
• Strong experience managing SLAs, KPIs and client relationships.
• Experience working within an ITIL environment.
• Strong understanding of Data Centre and/or IT infrastructure operations.
• Experience managing suppliers, contractors and subcontractors.
• Experience producing operational and performance reports.
• Strong analytical, organisational and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong stakeholder and client-management capabilities.
• Ability to manage multiple priorities in a fast-paced operational environment.

Desirable

• Previous experience working within the Data Centre industry.
• Experience supporting enterprise or hyperscale clients.
• Experience with structured cabling or physical Data Centre infrastructure.
• ITIL certification.
• PRINCE2 or equivalent project management qualification.
• BICSI certification.
• Experience with service improvement and operational transformation.
• Experience working within complex or mission-critical environments.
• Experience working across the APAC region.

Qualifications & Certifications

Preferred qualifications and certifications may include:

• ITIL certification.
• PRINCE2 or equivalent project management qualification.
• BICSI certification.
• Relevant qualification in IT, Engineering, Infrastructure, Telecommunications or a related discipline.
• Relevant Data Centre or infrastructure qualification.
• Additional training in Service Management, Operations Management or IT Infrastructure.