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Senior Delivery Manager

Tap Growth aiKuala Lumpur, Kuala Lumpur, MY

3 days ago

Job description

🌟 We're Hiring : Senior Delivery Manager! 🌟

We are seeking an experienced Senior Delivery Manager to act as the Delivery SPOC for client's support services, ensuring seamless service delivery to the client across multiple geographies. This role is responsible for overseeing transitions, steady state operations, SLA / KPI compliance, governance reviews, budget tracking, team management, and driving continuous transformation initiatives to enhance service efficiency and effectiveness.

📍 Location : Kuala Lumpur, Malaysia

⏰ Work Mode : Work From Office

💼 Role : Senior Delivery Manager

What You'll Do :

Transition Management

Ensure smooth execution of transition activities in alignment with the transition plan, coordinating between the client, transition manager, and Infosys team.
Track and deliver all transition documentation and artifacts (MOMs, KT playback, checklists, recordings) on time.
Proactively identify risks, delays, or challenges during transition and drive timely mitigation.
Ensure Infosys team establishes primary and secondary support coverage, gaining confidence in existing processes before
steady state handover.
Manage reverse transition readiness and secure client sign-off, adhering to all transition guidelines

Steady State Operations

Ensure seamless transition to steady state without disrupting BAU activities.

Manage support delivery across multiple regions (UK, USA, NL), ensuring coverage and quality without slippage.

Escalate risks or challenges to leadership while safeguarding delivery commitments.

Address customer complaints / queries effectively and ensure client satisfaction.

SLA & KPI Compliance

Ensure strict adherence to SLAs and compliance with service quality standards.

Monitor, track, and report on SLA performance regularly, ensuring delivery excellence.

Governance & Stakeholder Management

Lead weekly governance reviews between Infosys and client leadership.

Provide timely updates, address client queries, and resolve issues promptly.

Track service performance, identify areas for improvement, and implement corrective actions.

Budget Management

Manage service delivery budgets, ensuring cost optimization and effective resource allocation.

Track expenses against budgets, ensuring financial discipline.

Team Leadership & Collaboration

Build and lead high-performing, collaborative teams across geographies.

Drive team building, development, motivation, and conflict resolution activities.

Establish effective communication and reporting mechanisms across stakeholders.

Trac k interdependencies, deliverables, risks, and issues while ensuring proactive mitigation.

Transformation & Continuous Improvement

Drive continuous improvement initiatives, including process optimization and automation, to improve delivery efficiency.

Foster a culture of innovation and service excellence within delivery teams

What We're Looking For :

Bachelor’s degree in Information Technology, Business Administration, or related field (Master’s preferred).

Minimum 12+ years of IT service delivery experience, with at least 5+ years in a senior delivery management role.

Proven experience managing transitions, SLAs, governance, and global delivery models.

Strong understanding of ITIL processes and IT service management frameworks.

Demonstrated leadership and people management skills, with experience managing cross-cultural teams.

Excellent stakeholder management, communication, and problem-solving skills.

Financial acumen with experience managing delivery budgets.

Ready to take an impact? 🚀 Apply now and let's grow together!

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Delivery Manager • Kuala Lumpur, Kuala Lumpur, MY

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