Service Delivery Manager (Data Centre Operations)

GCI SCIENCE & TECHNOLOGY (MALAYSIA) SDN. BHD; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

GCI SCIENCE & TECHNOLOGY (MALAYSIA) SDN. BHD is seeking a Service Delivery Manager (Data Centre Operations) to oversee day-to-day O&M across multiple regions in Malaysia and act as the main contact for customers.

The role emphasizes monitoring KPIs/SLAs, coordinating resources, and driving improvements to operating efficiency. The ideal candidate holds a Bachelor's degree in Engineering/IT/CS, with 5+ years in Ops/O&M/Data Centre environments and 2+ years in leadership.

Qualifications

• Bachelor's degree in Engineering, IT, Telecommunications, Computer Science, or related field.
• Minimum 5 years of experience in Operations & Maintenance, Service Delivery, Data Centre Operations, NOC, or Managed Services.
• Minimum 2 years in a supervisory or managerial role.
• Experience managing multi-site operations preferred.
• Proven SLA management and customer-facing operations experience.
• Experience with ticketing and ITSM platforms such as ServiceNow, Remedy, Jira, or equivalent.
• Strong leadership and people management skills.
• Excellent customer relationship and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Office, especially Excel and PowerPoint.

Responsibilities

• Manage day-to-day O&M operations across multiple regions in Malaysia.
• Monitor and drive timely closure of Trouble Tickets within SLA targets.
• Review ticket backlog, aging tickets, and service performance metrics.
• Coordinate resource allocation and scheduling to support operational requirements.
• Ensure preventive maintenance activities are executed according to schedule.
• Serve as the primary operational contact for customers.
• Manage customer escalations and ensure timely resolution of operational issues.
• Monitor and manage service delivery performance against KPIs and SLAs.
• Prepare weekly and monthly operational reports.
• Coordinate internal teams, subcontractors, and vendors to ensure smooth service delivery.

Skills

Leadership

Stakeholder management

Analytical

Customer relations

Excel

PowerPoint

Education

Bachelor's degree (Engineering/IT/CS)

Tools

ServiceNow

Remedy

Jira

Job description

Service Delivery Manager (Data Centre Operations)

This role involves managing day-to-day Operations & Maintenance (O&M) operations across multiple regions in Malaysia, serving as the primary operational point of contact for customers. You will be responsible for monitoring service delivery performance against contractual KPIs and SLAs, coordinating resource allocation, and driving continuous improvement initiatives to enhance operational efficiency.

Key responsibilities

Manage day-to-day O&M operations across multiple regions in Malaysia

Monitor and drive timely closure of Trouble Tickets (TTs) within agreed SLA targets

Review ticket backlog, aging tickets, and service performance metrics

Coordinate resource allocation and scheduling to support operational requirements

Ensure preventive maintenance (PM) activities are executed according to schedule

Serve as the primary operational point of contact for customers

Manage customer escalations and ensure timely resolution of operational issues

Monitor and manage service delivery performance against contractual KPIs and SLAs

Prepare weekly and monthly operational reports

Coordinate internal teams, subcontractors, and vendors to ensure smooth service delivery

About you

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

Minimum 5 years of experience in Operations & Maintenance, Service Delivery, Data Centre Operations, NOC, Telecommunications, or Managed Services environments

Minimum 2 years of experience in a supervisory or managerial role

Experience managing multi-site operations is highly preferred

Proven experience in SLA management and customer-facing operations

Experience with ticketing and ITSM platforms such as ServiceNow, Remedy, Jira, or equivalent

Strong leadership and people management skills

Excellent customer relationship and stakeholder management skills

Strong analytical and problem-solving abilities

Proficient in Microsoft Office, particularly Excel and PowerPoint

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Company’s Description

We GCI, as an overseas subsidiary of CETC, that is, China Electronics Technology Corporation, which is central-government owned and top ten military enterprise in China, enjoy more than 20 years ICT field experience, our services, solutions & products cover China, Indonesia, Thailand, Cambodia, Myanmar, Pakistan

we start our services in Malaysia in 2012,and set up our services offices in Selangor, Pinang, Kedah, Perak, Pahang and Kelantan. Offering mulit-vendors, multi-operators and multi-technology, end to end services involving telecommunication.

We GCI, as an overseas subsidiary of CETC, that is, China Electronics Technology Corporation, which is central-government owned and top ten military enterprise in China, enjoy more than 20 years ICT field experience, our services, solutions & products cover China, Indonesia, Thailand, Cambodia, Myanmar, Pakistan

we start our services in Malaysia in 2012,and set up our services offices in Selangor, Pinang, Kedah, Perak, Pahang and Kelantan. Offering mulit-vendors, multi-operators and multi-technology, end to end services involving telecommunication.

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