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

Education :

Bachelor of Science (BSc) in Information Technology, Computer Science, or related field

(Master’s degree is a plus). Certification :

ITIL Expert / Managing Professional certification (mandatory) . Additional certifications such as PMP, COBIT, ISO 20000, or Agile / DevOps frameworks are advantageous. Experience : 10+ years in IT service management / delivery roles, with at least 5 years in senior leadership. Strong expertise in managing complex, multi-vendor IT environments. Demonstrated success in driving service transformation and improvement initiatives. Skills : Strategic leadership and executive stakeholder management. Excellent communication, negotiation, and conflict-resolution skills. Strong analytical, governance, and decision-making capabilities. Proficiency with leading ITSM tools (ServiceNow, Remedy, ManageEngine, Jira Service Management). Strong logical thinking, problem-solving, and team management skills. Experience in IT Operation Management, Service Excellence and able to prime business partnering Employment details

Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Technology Industries : IT Services and IT Consulting

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