Team Lead - Service Desk

GCIS SDN BHD; Petaling Jaya; On-site; MYR 150,000 - 210,000; Full time

Job summary

GCIS SDN BHD is seeking an experienced Service Delivery Lead to oversee end-to-end IT service delivery, contract management, billing coordination, and ITSM operations in Malaysia. You will drive improvements, ensure SLA compliance, and manage vendor relationships with a focus on AI-driven automation.

The role requires strong leadership, independent decision-making, and excellent communication with customers and management.

Qualifications

• Bachelor's Degree or Diploma in IT, Computer Science, Business Management, or related discipline.
• Minimum 5 years of experience in IT service delivery, managed services, IT operations, or related roles.
• Strong understanding of ITIL and ITSM processes, SLA management, and service governance.
• Experience in customer contract management, billing coordination, and service reporting.
• Familiar with ITSM platforms such as ServiceNow, ManageEngine, Jira Service Management, or equivalent.
• Strong presentation, communication, stakeholder management, and problem-solving skills.
• Able to work independently, exercise sound judgement, and make decisions within established authority and governance.
• Experience with AI tools, AI agents, Power Automate, or workflow automation platforms is an added advantage.
• ITIL certification is preferred.

Responsibilities

• Oversee end-to-end ITSM processes, including Incident, Problem, Change, Request, and Service Level Management.
• Monitor SLA performance, response times, resolution times, ticket ageing, and service quality.
• Coordinate with technical teams, vendors, and stakeholders to ensure timely service delivery.
• Drive continuous service improvement and ensure adherence to ITIL best practices.
• Manage customer service contracts, renewals, deliverables, and contractual obligations.
• Ensure services delivered are aligned with agreed contract scope, SLA, and commercial terms.
• Coordinate monthly billing, invoice verification, purchase orders, and payment follow-ups with relevant teams.
• Track contract utilisation, service consumption, billing milestones, and renewal schedules.
• Identify service scope gaps, commercial risks, and opportunities for service improvement.
• Independently evaluate operational issues and make sound decisions based on governance.

Skills

Leadership

ITIL & ITSM

Stakeholder Mgmt

Vendor Coordination

Automation

Education

Bachelor's Degree / Diploma in IT

Tools

ServiceNow

ManageEngine

Jira Service Management

Job description

We are seeking an experienced and proactive Service Delivery Lead to oversee end-to-end IT service delivery, contract management, billing coordination, ITSM operations, and service level compliance. The candidate must demonstrate strong leadership, independent decision-making, effective stakeholder communication, and the ability to leverage AI and automation to improve operational efficiency, standardise processes, and enhance service delivery quality.

Key Responsibilities:

1) Service Delivery & ITSM Management

Oversee end-to-end ITSM processes, including Incident, Problem, Change, Request, and Service Level Management.

Ensure all incidents and service requests are properly tracked, managed, escalated, and resolved through the ITSM platform.

Monitor SLA performance, response times, resolution times, ticket ageing, and service quality.

Coordinate with technical teams, vendors, and stakeholders to ensure timely service delivery.

Drive continuous service improvement and ensure adherence to ITIL best practices.

Manage customer service contracts, renewals, deliverables, and contractual obligations.

Ensure services delivered are aligned with agreed contract scope, SLA, and commercial terms.

Coordinate monthly billing, invoice verification, purchase orders, and payment follow-ups with relevant teams.

Track contract utilisation, service consumption, billing milestones, and renewal schedules.

Identify service scope gaps, commercial risks, and opportunities for service improvement.

3) Governance, Compliance & Decision-Making

Independently evaluate operational issues and make sound decisions based on established governance, company policies, and industry best practices.

Ensure compliance with internal processes, contractual commitments, and applicable regulatory requirements.

Maintain proper documentation, audit trails, escalation records, and operational reports.

Identify operational risks and implement corrective and preventive actions.

Escalate critical matters appropriately while maintaining accountability for service outcomes.

4) Stakeholder Management & Reporting

Lead customer service review meetings, operational discussions, and management presentations.

Articulate service performance, SLA compliance, operational risks, and improvement plans clearly and confidently.

Prepare and present monthly service delivery reports, KPI dashboards, and management updates.

Manage customer expectations, complaints, escalations, and service improvement initiatives.

Act as the primary service delivery interface between customers, technical teams, management, and vendors.

5) AI, Automation & Process Improvement

Identify opportunities to automate repetitive ITSM, reporting, and documentation activities using AI tools, AI agents, and workflow automation.

Develop or implement automation for incident summaries, service reports, SLA tracking, and contract documentation.

Standardise operational documentation, templates, SOPs, and reporting formats across managed services.

Improve productivity, data accuracy, consistency, and operational efficiency through AI-driven solutions.

Ensure AI automation complies with company security, data privacy, and governance requirements.

Job Requirements:

Bachelor's Degree or Diploma in IT, Computer Science, Business Management, or related discipline.

Minimum 5 years of experience in IT service delivery, managed services, IT operations, or related roles.

Strong understanding of ITIL and ITSM processes, SLA management, and service governance.

Experience in customer contract management, billing coordination, and service reporting.

Familiar with ITSM platforms such as ServiceNow, ManageEngine, Jira Service Management, or equivalent.

Strong presentation, communication, stakeholder management, and problem-solving skills.

Able to work independently, exercise sound judgement, and make decisions within established authority and governance.

Experience with AI tools, AI agents, Power Automate, or workflow automation platforms is an added advantage.

ITIL certification is preferred.

Preferred Candidate Profile

A confident, structured, and hands-on service delivery professional who can take ownership, communicate effectively with customers and senior management, make independent governance-based decisions, and continuously improve managed services through standardisation and AI-driven automation.