Service Delivery Manager (Metacloud)

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

Job summary

A prominent Malaysian firm is seeking a Service Delivery Team Manager to oversee technical and managerial functions. You will lead the service desk team, ensure service delivery meets SLA standards, and foster relationships with internal and external stakeholders. The ideal candidate has a Bachelor's degree in IT, strong knowledge of ITIL processes, and at least 3 years in a Project Manager role. This position may involve a mix of office and remote work, with occasional travel required.

Qualifications

• Minimum 3 years in a Delivery Manager or Project Manager role (Software / IT Projects).
• Experience handling escalations and client-facing communications.
• Strong communication and stakeholder management skills.
• Technical knowledge in software development, implementation, migration, and application support is beneficial.

Responsibilities

• Lead service desk team and manage conflict.
• Monitor service delivery performance and support KPIs.
• Oversee incident and problem resolution processes.
• Collaborate with technical partners to explore new tools.

Skills

ITIL processes

SLA management

Client-facing communications

Ticketing systems

Stakeholder management

Organizational skills

Time-management skills

Financial acumen

Education

Bachelor’s degree in information technology or computer science

ITIL or PRINCE2 certification

Job description

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.
• 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.
• 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 organizational 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.

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.