SLA-Driven Service Delivery Manager | ITIL & Stakeholder Focus

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

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.