Service Delivery Manager / IT Project Manager

Fuku; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading tech company in Kuala Lumpur is seeking a Service Delivery Manager/IT Project Manager to lead software projects and teams. This role focuses on ensuring service delivery performance and compliance with quality standards for external clients. Candidates should have a background in project management and at least 3 years' experience in managing software or IT projects. This is a permanent, fully on-site position working from 9 am to 6 pm.

Qualifications

• Minimum 3 years in a Project Manager or Delivery Manager role.
• Experience with third-party service providers is essential.
• Background in software engineering is preferred.

Responsibilities

• Lead a software engineering team on external projects.
• Oversee recruitment, performance assessment, and training.
• Manage end-to-end project delivery and compliance.

Skills

Project management

Team leadership

Service delivery

Client relations

Education

Project management certification (e.g., PMI, PMP, Six Sigma)

ITIL principles or ITSM certification

Job description

Service Delivery Manager / IT Project Manager

Company Introduction

• Malaysia-based tech company (Software House) with 20 years of experience in Web & Mobile Development.
• Focused on three pillars:
  • Digital Experience: Design & development.
  • Digital Growth: Sales, brand awareness, and captivating target audiences.
  • Digital Transformation: Process re‑engineering and introduction of digital technologies.
• Specializes in building Go‑To‑Market solutions, including websites, e‑commerce platforms, CRM, loyalty programs, and digital marketing.
• Offers niche in‑house SaaS marketing products and develops bespoke tech solutions.

Projects

• Focus on external projects such as:
  • Retail offline to online transitions.
  • E‑commerce platforms.
  • Website and mobile app projects across diverse sectors, including finance, e‑commerce, medical, and pharma.
• Responsible for building new solutions from scratch for external customers, with project durations ranging from 3 months to over 2 years (enterprise projects).
• Enhance and optimise existing projects, ensuring continuous improvement and ongoing support.

Tech Stack

• The Service Delivery Manager is not required to code but should have a background in software engineering.
• Technologies used include:
  • .Net, .Net Core 5.0+
  • React Native / Flutter
  • JavaScript: React.js / Angular.js / Node.js

Responsibilities

• Lead a software engineering team consisting of 4 developers and 1 lead engineer, focusing on external projects.
• Oversee recruitment, performance assessment, training, and mentoring of team members.
• Understand project scopes and manage end‑to‑end project delivery.
• Ensure systems and procedures are in place to meet required quality standards and SLAs.
• Take ownership of critical incidents and conduct post‑incident reviews.
• Monitor service delivery performance, meet customer expectations, and drive future demand.
• Provide accurate and regular reports to management on service delivery performance.
• Collaborate with technical partners to set standards for software, infrastructure, and security.
• Ensure project compliance with the latest RMIT, outsourcing, and security guidelines.
• Occasionally work with the CEO on technical bids and quotations as needed.

Job Requirements

• Project management certification (e.g., PMI, PMP, Six Sigma).
• Experience working with third‑party service providers.
• In‑depth knowledge of escalation procedures, incident management, resource planning, and other service delivery disciplines.
• Certification and experience in ITIL principles or ITSM.

Level

• Minimum 3 years in a Project Manager or Delivery Manager role (Software / IT Projects).
• Alternatively, experience as a Tech Lead, leading a team of engineers for third‑party or external clients (planning the SDLC).
• Key role reporting directly to the CEO.

Location

• Fully on‑site, permanent role.
• Working hours: 9am to 6pm.
• Location: Petaling Jaya (reachable by LRT station).