SALARY RANGE: RM8,000-RM14,000
Responsibilities:
The Manager, Technology Delivery & Customer Support role is responsible for leading the effective Technology Delivery, optimization, and continuous improvement of technology services within the IT unit across the University. Reporting directly to the Director, Information Technology, this position ensures strong cross-university alignment, coordinated execution of IT applications and systems initiatives, support for digital transformation priorities, clear communication of progress, and proactive identification of risks and emerging issues. The role also oversees the delivery of high-quality IT customer support to ensure a consistent, responsive, and user-centered technology experience.
The role provides strategic direction within Technology Delivery, IT Customer Support, ensuring that Technology Delivery & Customer Support are reliable, secure, scalable, and aligned with the University's strategic objectives.
1. Administrative
- Manage the administrative OPEX and CAPEX for Technology Delivery and Customer Support in close collaboration with IT Administration. All recommendations and improvement initiatives shall be developed in consultation with the Director, IT.
2. Technology Delivery Management
- Provide strategic direction to support University growth through the efficient utilization and optimization of IT resources.
- Lead the planning, management, and delivery of Technology Delivery & Customer Support team, including enterprise systems, applications development and user support.
- Ensure technology solutions are effectively designed, implemented, integrated, and maintained to meet academic and administrative needs.
3. IT Customer Support Management
- Manage for the IT Customer Support function to ensure a seamless, high-quality support experience for all staff and students.
- Oversee end-to-end service desk operations, including incident and request management, service performance, process optimization, and continuous improvement initiatives.
- Direct the planning, governance, and lifecycle management of IT assets, ensuring accuracy, accountability, and alignment with organizational policies.
- Manage the delivery of campus-wide end-user support services, including helpdesk operations, endpoint management, and audiovisual/telecommunication support.
- Ensure the effective operation and utilization of computer laboratories, teaching spaces, and collaboration technologies across the University.
- Lead service quality initiatives such as user satisfaction assessments, data-driven reporting, and service enhancement strategies.
- Oversee IT Customer Support planning and execution for University events, ensuring reliable and responsive technical service.
- Govern software licensing, compliance management, and the deployment of academic and teaching software.
- Drive team development, resource planning, and operational excellence within the IT Customer Support.
4. Digital & Enterprise Systems and Applications
- Provide expert guidance in selecting, implementing, integrating, and managing digital and enterprise systems and applications.
- Ensure applications support academic programs, research, administration, and student services effectively and securely.
5. Policy, Governance & Strategic Alignment
- Develop, review, and maintain Application policies, procedures, and governance frameworks.
- Ensure alignment with University strategies and promote organization-wide understanding and compliance.
6. Cross function Initiatives
- Provide oversight of key technology Strategy Delivery Initiatives, ensuring successful implementation, budget adherence, and alignment with institutional priorities.
- Coordinate cross-functional teams to deliver technology-enabled improvements.
7. Vendor, Procurement & Contract Management
- Manage vendor relationships, procurement processes, contract negotiations, and performance monitoring.
- Ensure service providers deliver value for money and meet agreed service standards.
8. Executive Communication & Reporting
- Maintain structured communication with the Director, IT, ensuring visibility of priorities, risks, performance, and issues.
- Prepare reports, dashboards, and recommendations to support decision-making and informed oversight.
Qualifications and Criteria:
- A Bachelor's degree in Computer Science, IT or other relevant discipline from a recognized institution.
- Recognized certifications in any of these areas: ITIL, Microsoft project management, and any other relevant domains.
- At least five (5) years of relevant working experience in the areas of Technology Delivery, Customer Support, oversee delivery of IT systems, enterprise applications and IT helpdesk and at least two (2) years of experience in a leadership role.
- Understanding of software development, DevOps and Customer Support knowledge.
- Have hands-on experience and knowledge of the operations and maintenance of IT infrastructure including systems, networks, cloud, storage, disaster recovery and facilities.
- Experience in executing IT development or enterprise information system development on enterprise level.
- Have excellent interpersonal and organizational skills, pleasant personality, and a good team player.
- Experience in developing and managing financial and human resources to ensure sustainability, aligning to University objectives.
- Have experience in developing, managing and motivating staff and managing vendors and contractors.
- Experience in good report writing skills, business analysis, risk assessment, and able to make sensible and logical recommendations.
- Some working experience in higher education institutions will be highly desirable.
- Experience in the management of enterprise applications, or some experience in the use of and management of a learning management system (LMS) and student information system (SIS).
- Have experience in formulating the policies and procedures of Technology Delivery and Customer Support information within IT unit usage, and providing for its internal controls and security.
