Service Delivery Manager (Support Operation Role)

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading service management firm is seeking a Service Delivery Manager in Kuala Lumpur. The successful candidate will oversee IT service delivery, ensuring compliance with SLAs and drive continuous improvements. Key responsibilities include managing client relationships, incident resolution, and adhering to ITIL practices. Candidates must have at least 3 years of experience in IT Service Delivery, excellent communication skills, and a strong understanding of ITIL frameworks. This role offers an opportunity for impactful contributions in a dynamic environment.

Qualifications

• Minimum 3 years’ experience in IT Service Delivery, IT Support, or Helpdesk environments.
• Strong understanding of ITIL frameworks, SLA management, and incident escalation.
• Excellent communication, stakeholder management, and problem-solving skills.

Responsibilities

• Monitor Helpdesk and onsite/proximity support performance to ensure compliance with agreed SLAs and KPIs.
• Act as the main escalation point for client service issues.
• Oversee resolution of complex or high-impact incidents.
• Ensure service delivery processes align with ITIL best practices.

Skills

ITIL frameworks

SLA management

Stakeholder management

Problem-solving skills

Communication

Tools

ServiceNow

Jira

Freshservice

Job description

Service Delivery Manager (Support Operation Role)

Key Responsibilities

Service Delivery & SLA Management

• Monitor Helpdesk and onsite/proximity support performance to ensure compliance with agreed SLAs and KPIs
• Review service metrics, identify gaps, and drive service quality improvements

Client & Stakeholder Management

• Act as the main escalation point for client service issues
• Build strong working relationships with client stakeholders to ensure high satisfaction
• Provide regular service updates, reports, and improvement recommendations

Incident, Problem & Escalation Support

• Oversee resolution of complex or high-impact incidents
• Coordinate between Helpdesk, onsite teams, and technical specialists
• Ensure proper root cause analysis (RCA) and preventive actions are implemented

Process & ITIL Compliance

• Ensure service delivery processes align with ITIL best practices and client requirements
• Support audits, service reviews, and continuous improvement initiatives

Operational Oversight

• Analyze trends, generate service performance reports, and recommend corrective actions
• Support the Senior Service Delivery Manager in optimizing support operations

Requirements

Must Have

• Minimum 3 years’ experience in IT Service Delivery, IT Support, or Helpdesk environments
• Strong understanding of ITIL frameworks, SLA management, and incident escalation
• Experience working with ticketing systems (e.g. ServiceNow, Jira, Freshservice, etc.)
• Excellent communication, stakeholder management, and problem-solving skills

Nice to Have

• Experience supporting retail or luxury retail environments
• Exposure to proximity support / onsite IT support
• Knowledge of POS systems, inventory systems, or retail IT infrastructure
• Multilingual capability (English required, Cantonese an advantage)