Service Manager

Job Summary

We are seeking a hands-on Service Manager to oversee day-to-day production support for the Group's AI services. The role is accountable for service stability, SLA performance, and the quality of support experienced by the client's users.

The incumbent will manage the incident, problem, change, and service request processes for assigned services; oversee dedicated support channels, support rosters, and on-call coverage; lead monthly service reviews and reporting with the client; and coordinate engineering, AI, and partner resources to resolve issues.

The role operates within the service governance framework established by the Head of Service & Governance and will help build a repeatable production-support model for future public-sector and enterprise AI contracts.

Main Duties & Responsibilities

1. Client Service Delivery

• Act as the primary operational point of contact for the client on all production and support matters.
• Manage end-to-end service delivery for assigned AI services in line with contracted scope and service levels.
• Prepare and lead monthly service reviews with the client, presenting SLA performance, incident trends, risks, and improvement actions.
• Manage client expectations, service requests, and feedback, escalating commercial or scope matters to the Head of Service & Governance and account team.
• Support renewal and expansion discussions by providing evidence of service performance and value delivered.

2. Go-Live, Hypercare & Transition

• Lead the go-live hypercare period, ensuring heightened monitoring and rapid response.
• Establish operational readiness, including the support model, escalation matrix, runbooks, access, and contact lists, with the Project Delivery team before handover.
• Confirm that transition acceptance criteria are met before the service moves from hypercare into steady-state operations.

3. Incident, Problem, Change & Service Request Management

• Manage the full incident lifecycle, including logging, triage, escalation, resolution, and closure within agreed SLAs.
• Coordinate major incidents (P1/P2), including client communication, bridge calls, and post-incident reports.
• Conduct Root Cause Analysis (RCA) for recurring and high-impact incidents and track permanent fixes through to closure.
• Coordinate changes and releases with engineering teams, ensuring they are risk-assessed, approved through CAB, communicated, and scheduled with minimal disruption.
• Coordinate escalations to AI teams and technology partners and track them through to resolution.

4. SLA Management, Monitoring & Reporting

• Track SLA performance, including availability, response times, and resolution times, and take proactive action to prevent breaches.
• Monitor service health using available monitoring and alerting tools and identify capacity or performance risks early.
• Produce accurate weekly and monthly service reports and dashboards for clients and management.
• Maintain audit-ready records of incidents, changes, access, and client communications.

5. Support Operations & Channels

• Manage dedicated production support channels, including hotline, WhatsApp Business, email, and ticketing systems, ensuring every request is logged and tracked.
• Plan and manage support rosters, including after-hours and on-call coverage aligned with contracted support hours.
• Build and maintain knowledge bases, SOPs, runbooks, and user FAQs in Bahasa Malaysia and English.
• Coordinate with WIG Group corporate services for support tools, devices, access, and procurement requirements.

6. Governance & Compliance

• Apply service governance policies and SOPs established by the Head of Service & Governance across assigned services.
• Ensure support operations comply with contractual obligations, PDPA, and government data-handling, confidentiality, and information-security requirements.
• Support internal, client, and regulatory audits by providing required evidence and closing findings within agreed timelines.
• Uphold the Group Anti-Bribery and Anti-Corruption (ABAC) policy in all dealings with public-sector clients, in accordance with Section 17A of the MACC Act 2009.

7. Team Leadership & Continuous Improvement

• Lead, coach, and assess production support engineers and interns.
• Identify recurring issues and user pain points and drive improvements, automation, and self-service initiatives.
• Develop reusable production-support assets, including playbooks, SLA report templates, and support processes, for future contracts.

Job Requirements

Qualifications & Experience

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• ITIL 4 Foundation certification is required.
• ITIL 4 Managing Professional or equivalent service management certification is an advantage.
• 6–8 years of experience in IT service delivery, application support, or managed services, with at least 3 years of experience as a Service Manager or Team Lead.
• Experience managing SLA-bound services for Malaysian government agencies or GLCs is preferred.
• Exposure to supporting AI, data, cloud, or SaaS applications in production is preferred.

Skills & Competencies

• Service Management: Strong command of ITIL practices, including Incident, Problem, Change, Service Level, and Knowledge Management.
• ITSM Tools: Hands-on experience with ITSM and ticketing tools such as Jira Service Management, ServiceNow, or equivalent platforms.
• Communication: Excellent written and spoken Bahasa Malaysia and English, including formal reporting and presentations to government clients.
• Crisis Management: Calm and structured decision-making under pressure, particularly during major incidents.
• Stakeholder Management: Ability to manage client expectations and coordinate effectively across engineering teams, partners, and internal stakeholders.
• Analytical Thinking: Ability to interpret service data and translate insights into clear improvement actions.
• Availability: Willingness to support after-hours escalations and participate in on-call arrangements.