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T&T Senior Manager - ETP As A Service / Opearate (Senior Service Delivery Manager - SAP) - MY

Deloitte PLTKuala Lumpur, Kuala Lumpur, Malaysia

30+ hari lalu

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Date : 11 Sept 2025

Service Line / Portfolios : Enterprise Technology & Performance

Location : Kuala Lumpur, MY

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Responsibilities

You will be assigned as a Senior Service Delivery Manager (SDM) to manage an Application Managed Services (AMS) team in rendering support services to our Client. In this role, you are expected

To ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

To take accountability for service delivery performance, meeting customer expectations, and driving future demand

To be overall responsible for the SLA Governance and Status Reporting.

To take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

To ensure systems, procedures, and methodologies are in place to support outstanding service delivery

To identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.

To recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades

To mentor and guide team members in helping them attain expected standards of excellence

To ensure team maintains documentations according to firm standards, best practices, and standard operating procedures

To ensure team fully comply with and adhere to all the standard AMS process & procedures that are developed, and client’s IT policies that applies.

To provide accurate and regular reports to the client and management on performance of the service delivery

To manage all financials related to the client engagements and ensure it is accurately and timely updated. Able to manage all queries related to financials independently and work on discrepancies (if any) immediately and effectively

To assist in client contract management and ensure all policies and scope is understood and adhered to by all relevant team members in the engagement

You may be assigned as a Project Manager to lead a team to deliver a mini implementation or a Change Request. In this role, you are expected

To plan, manage, execute and deliver the work products within time, cost, quality and risk that addresses our clients’ business needs and help achieve their strategic goals

To mentor and guide team members in helping them attain expected standards of excellence

To ensure team maintains documentations according to firm standards, best practices, and standard operating procedures

To provide accurate and regular reports to the client and management on performance of the engagement

You will work with diverse and talented project team members to solve problems, improve performance, and generate value for our clients across all industries

You will uphold the firm’s standards and ethos in working with fellow team members and in your interactions with the clients.

You will be tasked to lead and / or coach Analyst, Consultant and Senior Consultant level members.

You may be task to mentor potential Manager candidates on Service Delivery Management and / or Project Management knowledge.

You will lead and / or support business development efforts by contributing directly to the preparation, development of proposals, presentations and publications

Qualifications

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, Senior Managers across our Firm are expected to :

Demonstrate a strong commitment to personal learning and development.

Understand how our daily work contributes to the priorities of the team and business.

Understand the set expectations and demonstrate accountability in keeping personal performance on track.

Actively focus on developing effective communications and relationship-building skills with stakeholders, clients and team.

Demonstrate an appreciation for working with others.

Understand what is fundamental to Deloitte’s success as a business.

Demonstrate integrity and an awareness of strengths, differences, and personal impact.

Develop their understanding of Deloitte and offer a fresh perspective.

Have at least 8 - 14 years of relevant experience in a management position (e.g., Project Manager or Program Manager) managing full-cycle SAP project implementations; and / or in a management position managing a commercial client-service application support or operations team (e.g. Service Delivery Manager or Operations Manager).

Have extensive understanding of traditional waterfall and Agile project delivery methodologies, and / or service delivery management lifecycle processes. Having ITIL, PMP, PRINCE2, or Agile certification is an added advantage.

Ability to lead and manage cross-functional teams and build relationships across diverse network to drive engagement success, service quality, and client satisfaction.

Able to lead and manage multiple engagements. Experienced in managing the engagement economics, knowledgeable in managing engagement and portfolio risk

Ability to drive C-suite level conversations

Experience in leading and managing sales pursuits, crafting pursuits documents, conduct pursuit presentations to external clients

Have good business and commercial acumen.

Ability to act as a role model, guide, and mentor to the team.

Capable of providing SME (Subject Matter Expert) advice on functional SAP or Oracle areas

Strong English communication skills (spoken & written). Additional language skills (e.g., Mandarin, Bahasa Malaysia / Indonesia, Thai, Vietnamese, Korean, Japanese, etc.) are a plus

Willingness to travel for client meetings (both locally and abroad).

Must be willing to work 100% from the DC-KL office

Please note that Deloitte will never reach out to you directly via messaging platforms to offer you employment opportunities or request for money or your personal information. Kindly apply for roles that you are interested in via this official Deloitte website.

Requisition ID :

In Malaysia, the services are provided by Deloitte and other related entities in Malaysia ("Deloitte in Malaysia"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Malaysia, which is within the Deloitte Network, is the entity that is providing this Website.

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