About the Role
We are looking for a seasoned Service Delivery Leader to drive operational excellence across large-scale Service Desk and IT operations. This role is ideal for a strategic leader who combines strong client engagement skills with hands-on operational and financial management expertise.
You will play a critical role in shaping service delivery strategy, leading multi-site teams, managing P&L, and partnering with cross-functional stakeholders to deliver consistent, high-quality outcomes.
Key Responsibilities
Delivery Management
- Ensure compliance with ITIL-based best practices and service management standards.
- Drive operational effectiveness and efficiency through close collaboration with Recruitment, Training, Quality, Workforce, HR, Finance, and other support functions.
- Lead and execute strategic initiatives that improve service quality, productivity, and team engagement.
- Champion continuous improvement using methodologies such as Six Sigma, DMAIC, and LEAN.
- Define operational goals, conduct regular performance reviews, and drive customer satisfaction through optimized delivery plans.
- Support business development through the creation and presentation of business reviews to internal and external stakeholders.
- Foster a culture of accountability, collaboration, and continuous learning across teams.
Client Relationship Management
- Lead complex client engagements by designing and implementing innovative business solutions
- Build and maintain strong client relationships through proactive engagement and exceptional service delivery
- Anticipate client needs and ensure timely, effective resolution of operational challenges
Financial Management
- Own annual budgeting and planning for assigned programs
- Oversee short- and long-term financial and management reporting
- Manage full Profit & Loss (P&L) responsibility for programs handled
- Forecast staffing and technology requirements to support business growth
What We're Looking For
- Bachelor's degree in IT or a related field (postgraduate qualification preferred; MBA is a plus).
- Minimum 10 years of relevant experience, including 2+ years with P&L ownership and ITES / Service Delivery project management.
- Proven Service Desk leadership experience (mandatory).
- Experience managing 300+ FTEs across multiple programs or business lines.
- Strong background in regional or multi-site Service Desk operations.
- Deep knowledge of ITIL frameworks, service management tools, and BPO/IT technologies, including RPA.
- Excellent communication, stakeholder management, and presentation skills.
- Strategic thinker with strong operational execution, analytical mindset, and crisis management capability.
- Willingness to work and travel within Kuala Lumpur, Cyberjaya, and other local locations within Malaysia.
Why Join Us
- Lead high-impact, large-scale operations
- Work closely with senior leadership and global clients
- Shape service delivery strategy in a dynamic, fast-paced environment
- Be part of a culture that values accountability, innovation, and continuous improvement
Work Schedule: Shifts, weekends, holidays, and overtime as required
