12 часов назад
Service Delivery Lead
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Service Delivery Lead (ITIL/Managed Services): Managing end-to-end shared and managed service delivery in Petaling Jaya with an accent on SLA/KPI achievement, customer satisfaction, governance, and operational performance. Focus on leading service improvement and automation, managing escalations and risks, and developing service delivery teams across enterprise and multi-vendor environments.
Location: Petaling Jaya, Malaysia; in-person collaboration is prioritized
Company
provides enterprise technology and managed services.
What you will do
- Lead day-to-day delivery of shared and managed services, ensuring SLA and KPI targets are achieved.
- Manage customer relationships, service reviews, escalations, and stakeholder communications.
- Apply ITIL practices, governance frameworks, security requirements, and audit controls.
- Drive continuous improvement, automation, root cause analysis, and operational efficiency initiatives.
- Monitor service performance, risks, customer satisfaction, improvement plans, and financial performance.
- Lead, coach, and develop service delivery teams while managing resources and workforce planning.
Requirements
- 8–12 years of experience in IT services, shared services, managed services, or business process services.
- 3–5 years of leadership experience in service delivery or operations management.
- Strong experience in customer management, service governance, and operational performance management.
- Experience with enterprise, outsourced, or multi-vendor environments.
- Knowledge of ITIL service management, SLA/KPI management, incident, problem, and change management.
- Experience with ServiceNow, Remedy, ServiceDesk Plus, and service analytics.
Culture & Benefits
- Work model prioritizes in-person collaboration while offering flexibility for wellbeing, productivity, and individual work styles.
- Inclusive environment focused on strong connections and community.
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