Title:  Service Delivery Manager

Responsibilities:

• Oversee end-to-end service delivery to ensure all AMS activities meet agreed SLAs, KPIs, and quality standards.
• Act as the primary point of contact between clients and internal delivery teams for all service-related matters.
• Coordinate and manage resources to ensure timely resolution of incidents, service requests, and change implementations.
• Monitor service performance, prepare regular reports, and conduct service review meetings with stakeholders.
• Ensure compliance with ITIL processes and organizational policies for incident, problem, and change management.
• Manage escalations and drive root cause analysis to prevent recurring issues.
• Facilitate communication among technical, functional, and business teams to ensure service continuity.
• Drive continuous service improvement (CSI) initiatives to enhance service efficiency and client satisfaction.
• Support governance and audit requirements, ensuring documentation and controls are in place.

Requirements:

• Qualification: Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field 
• Have ITIL Certification will be an added advantage.
• Required skill(s): Familiarity with enterprise applications (SAP, ERP systems, OutSystems, or relevant platforms). Proven track record in managing large-scale service delivery operations 
• Key quality(s): Strong communication, leadership, problem-solving skills, and a customer-focused mindset to ensure effective and high-quality service delivery.
• Required language(s): English and Bahasa Malaysia
• Desired experience/exposure: Minimum 7–10 years in IT service delivery, application support, or project management roles. Experience in managing SLA/KPI-driven environments. Exposure to multi-vendor or cross-functional support environments.