service delivery manager in Puchong

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job details

puchong, selangor
job category
Information Technology
job type
RM 7,000 - RM 12,000 per month
reference number
melissa lai, randstad
+603 - 2036 7573
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job description

About the Company
We are partnering with one of the biggest IT shared service company who provides investment management and financial services globally

About the role:
Manage the regional application service delivery, promoting continuous improvement in
productivity, service quality and business satisfaction.

This position is ultimately accountable on effective management and collaboration with
support teams to ensure smooth running of AsiaIT application delivery and day-to- day
operational activities. The role is accountable to drive operational excellence, deliver and
develop strong relationships and promote IT transformation to internal clients to enhance
business performance.

The main responsibilities of this position (and teams reporting to this position) are:
Production Operations

  • Manage day-to- day operational activities/issues applying the ITIL model and best practices
  • Be the service escalation point when incidents' severity reaches pre-defined level
  • Communicate to the business and Local IT on production problems to ensure timely resolution and high business satisfaction
  • Coordinate resolution in critical cross application system problems and keep affected entities and business units informed in order to ensure production operations runs smoothly
  • Prepare and communicate incident reports and updates and resolution action plan for Priority 1-2 incidents to senior management in a timely manner; Present technical concepts / terms related to incidents in simple wording / less technical writing to ensure incidents are easily communicated and understood by senior management
  • Be the prime focal point on application service deliverables and service review
  • Assist in managing processes, operations and systems workflows and ensure consistency in service delivery
  • Participate in the system/procedural review and analysis existing business processes to identify improvement areas
  • Perform team leadership and people management

*Required to partake in business critical knowledge transfer and training of tasks as and
when required, in agreement with line management


  • University degree in Computer Science or related field
  • Minimum 8 years working experience in IT industry with at least 3 years in service delivery with IT outsourcing operations experience, preferable in an insurance or financial services field and have a strong operational background
  • Proven experience in managing IT service operation based on ITIL practice and processes, ITIL v3 certified (ITIL Expert certification is an added advantage)
  • Solid service delivery experience on managing delivery resources from multiple teams, onshore and offshore, in-house and vendors
  • Good interpersonal and communication skills to drive the team to meet commitment and quality standard
  • Experience in people management, resources management and vendor management skills
  • Proficiency in verbal and written English communication and presentation skills
  • Experience in various domains of Insurance solution delivery (for example, policy administration systems, business intelligence, printing solution, etc) is a plus
  • Working experience in Asia countries, with understandings of the country characteristics, cultures and work style, is an advantage

Culture & Benefits
Our Client offers competitive salary with company hospitality. You will also have the pleasure of working in very friendly, close -knit team that experienced no attrition last year. As a large organisation, there are plenty of career opportunities for you to move around.

How to apply
For confidential discussion in regards to this position please contact Melissa on 03-2036 7573 ( or alternatively if you believe you have the relevant skills and experience please apply now


service delivery, kpi, sla, support