Information Technology Delivery Manager

Valuelabs

8-15 Years

Malaysia, Kuala Lumpur

Posted an hour ago

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Job Description

Position: IT Delivery Manager

Experience: 8 -15 years

Work Location: Malaysia

Job Description:

Around 8 -15 years of experience IT service Delivery Expertise in EUC in an enterprise managed services environment Microsoft 365 Administration (Exchange Online, Teams, SharePoint Online, OneDrive) Microsoft Intune & Endpoint Manager Entra ID (Azure AD), Conditional Access, MFA Windows Server & Windows 10/11 Administration PowerShell scripting and automation Active Directory, DNS, DHCP, Group Policy.

Roles & Responsibilities:

Oversee daily helpdesk operations, ensure timely ticket resolution.
Team Leadership: Manage L1–L3 support staff, mentor and review performance.
Incident & Escalation Management: Handle major incidents and complex issue escalations.
Process Improvement: Implement ITIL frameworks to boost efficiency and reduce ticket volume.
System Oversight: Manage tools (ServiceNow, Zendesk, Freshdesk) and asset systems.
Performance Monitoring: Track KPIs like response time, resolution rate, backlog.
Stakeholder Communication: Bridge between technical teams, business units, vendors, and leadership.