Information Technology Service Delivery Manager

You will establish and run the service management capabilities end‑to‑end—owning incident, problem, change, service request, and knowledge management. You’ll partner closely with our application vendors and internal teams to keep services stable, including integrations to Dynamics 365 and Microsoft 365. We follow ITIL principles today and run a formal weekly change cadence. Job Requirements : Run ITIL processes across Incident, Problem, Change, Request, and Knowledge; define SLAs / SLOs and drive MTTA / MTTR improvements. Own change governance (CAB / weekly change forum), release calendar, and service readiness for go‑lives / maintenance. Coordinate with vendors to progress tickets / UAT / production releases and track KPIs to closure. Service reliability for core platforms : Microsoft 365, SharePoint, Dynamics 365 CRM and our trading systems. Major incident & problem facilitation; root‑cause, post‑incident reviews, and preventative actions. Provide excellent IT Service reporting (availability, incident volumes, aged tickets, UAT backlogs) for Technology & LT stakeholders. Partner with SecOps to embed guardrails (DLP, access, logging) aligned to ISO27001 practices. People & process uplift : run playbooks, training, and knowledge base; support an on‑call / extended‑hours rota where required. What you should bring to the role : 6–10 years in IT service management with ITIL v3 / v4; built or scaled service desks in fast‑moving environments. Practical experience using SaaS service management tools (e.g., ServiceNow, Freshservice, Jira Service Management, Zendesk) for ticketing, workflows, and reporting. Excellent facilitation and written communication; clear, calm incident leadership. Proactive, enthusiastic self-starter, comfortable working in a fast-moving environment. Have a valid right to work in Malaysia or a valid work visa which can be transferred. Nice to have Payments / trading experience; FIAT & Digital Asset Administration exposure. Basic IT knowledge to include Cloud, security and general infrastructure

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