IT Service Delivery Manager

AIR LIQUIDE BUSINESS SERVICES SDN BHD; Selangor; On-site; MYR 60,000 - 100,000; Full time

Job summary

A global technology leader in Selangor is seeking a VIE - IT Service Delivery Manager to unify and enhance IT service delivery across Asia Pacific. This role requires strong analytical skills and a Master's degree in IT Management or related fields. The incumbent will audit local IT services, standardize service offerings through platforms like ServiceNow, and collaborate with multicultural teams to drive project success. Fluency in English is essential, with additional Asian languages being advantageous.

Qualifications

• Master's degree in IT Management, Business Information Systems, or Engineering.
• Fluency in English is required; Asian languages are a plus.

Responsibilities

• Conduct a comprehensive audit of local IT services across the EAP cluster.
• Ensure local services are recorded in the ServiceNow catalog.
• Lead harmonization projects to deploy standardized solutions cluster-wide.
• Act as an ITSM SME within the DDS APAC team.

Skills

Strong analytical skills

Familiarity with ITSM concepts

Project management mindset

Proficiency in Google Workspace

Comfortable with AI tools

Education

Master's degree in IT Management, Business Information Systems or Engineering

Tools

ServiceNow

Job description

VIE - IT Service Delivery Manager(M/F/D)

ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). This role operates within the Digital Delivery Services (DDS) APAC division of D&IT and supports a pivotal transformation initiative: consolidating fragmented local IT delivery models into a unified "One Digital & IT" framework.

The incumbent will serve as the primary liaison between Regional and Global Delivery Teams and the local delivery team across Singapore, Japan, Korea, Australia, Taiwan, Malaysia, Thailand, the Philippines, Vietnam, Indonesia, New Zealand, and Brunei. The core mandate involves auditing the extant local IT service landscape (infrastructure and applications) to identify undocumented services not in the official catalog, then leading projects to standardize these services using enterprise-grade platforms such as ServiceNow and Google Workspace. After standardization, the focus is on driving continuous improvement through monitoring to ensure efficient, consistent, and high-quality service delivery across the region.

Responsibilities

• Audit & Discovery: Conduct a comprehensive audit of local IT services (Local Infrastructure & Local Apps) across the EAP cluster; interview local IT teams and business stakeholders to identify services delivered outside the DDS APAC catalog; map the As-Is state and highlight cross-country discrepancies.
• Standardization & Governance: Ensure local services are recorded in the ServiceNow catalog; define SLAs and SOPs for unmapped services; collaborate with Global Infrastructure Operations to identify local redundancies for replacement with global standard solutions.
• Project Management & Transformation: Lead harmonization projects to deploy standardized solutions cluster-wide; drive change management and adoption of the new service catalogue; monitor progress with ServiceNow dashboards and report efficiency gains.
• Stakeholder Collaboration & Governance: Act as an ITSM SME within the DDS APAC team; provide training on new workflows and catalogue usage; develop and report KPIs related to catalogue adoption, workflow efficiency, and local service delivery performance.

Are you a MATCH?

Education

Master's degree in IT Management, Business Information Systems, or Engineering.

Soft and Hard Skills

• Must have: Strong analytical skills; familiarity with ITSM concepts (ITIL knowledge is a plus); project management mindset; proficiency in Google Workspace (Sheets, Slides); comfortable with AI tools (Gemini/ChatGPT).
• Nice to have: Experience with ServiceNow or similar ITSM platforms; exposure to IT Audit or Process Improvement (Lean/Six Sigma); experience in a multicultural/APAC environment.

Languages

English fluency is required. Asian languages (Japanese, Korean, Mandarin, Bahasa) are nice to have. French is a nice to have.

Additional information

Please send your CV and motivation letter in English. Position open only for candidates eligible to the VIE program. See: https://mon-vie-via.businessfrance.fr/en/what-is-the-vie-french-international-internship-program

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They have been at the core of Air Liquide’s activities since its creation in 1902.

Our Differences make our Performance: Air Liquide is committed to building a diverse and inclusive workplace. We welcome applications from all qualified applicants and believe diversity fosters innovation and success.