Global IT Service Manager

DayOne Federal Territory of Kuala Lumpur, Malaysia

We are seeking a seasoned Service Delivery Manager with over 10 years of experience in IT service management and delivery. The role preferably requires an ITIL Advanced or Expert-certified leader with a proven track record of driving service excellence, managing high-performing teams, and ensuring IT services align with business objectives. The SDM will own end-to-end service delivery, customer satisfaction, and continuous service improvement across a complex IT environment.

Key Responsibilities

• Service Excellence & Governance
• Lead the delivery of IT services in line with agreed SLAs, OLAs, and KPIs.
• Ensure compliance with ITIL processes, governance frameworks, and industry standards.
• Drive regular service reviews, audits, and performance evaluations.
• Act as the strategic point of contact for senior business stakeholders and customers.
• Manage escalations effectively and maintain high levels of customer satisfaction.
• Translate business needs into IT service outcomes and ensure alignment.
• Operational Leadership
• Oversee Incident, Problem, Change, and Service Request Management processes.
• Manage major incidents, lead root cause analysis, and implement service improvement plans (SIPs).
• Ensure service continuity, risk management, and business impact minimization.
• Champion IT service optimization, automation, and cost efficiency initiatives.
• Lead adoption of best practices, new technologies, and digital transformation in service delivery.
• Establish a culture of proactive service management and continuous improvement.
• Service Team & Service Quality Management
• Provide leadership, mentoring, and performance management for service delivery teams.
• Build collaborative relationships across cross-functional and global teams.

Qualifications & Skills

Employment details

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