Service Delivery Manager

Service Delivery Manager / IT Project Manager

Company Introduction

- Malaysia-based tech company (Software House) with 20 years of experience in Web & Mobile Development.
- Focused on three pillars:
- Digital Experience: Design & development.
- Digital Growth: Sales, brand awareness, and captivating target audiences.
- Digital Transformation: Process re-engineering and introduction of digital technologies.
- Specializes in building Go-To-Market solutions, including websites, e-commerce platforms, CRM, loyalty programs, and digital marketing.
- Offers niche in-house SaaS marketing products and develops bespoke tech solutions.

Projects

- Focus on external projects such as:
- Retail offline to online transitions.
- E-commerce platforms.
- Website and mobile app projects across diverse sectors, including finance, e-commerce, medical, and pharma.
- Responsible for building new solutions from scratch for external customers, with project durations ranging from 3 months to over 2 years (enterprise projects).
- Enhance and optimize existing projects, ensuring continuous improvement and ongoing support.

Tech Stack

- The Service Delivery Manager is not required to code but should have a background in software engineering.
- Technologies used include:
- .Net, .Net Core 5.0+
- React Native / Flutter
- JavaScript: React.js / Angular.js / Node.js

Responsibilities

- Lead a software engineering team consisting of 4 developers and 1 lead engineer, focusing on external projects.
- Oversee recruitment, performance assessment, training, and mentoring of team members.
- Understand project scopes and manage end-to-end project delivery.
- Ensure systems and procedures are in place to meet required quality standards and SLAs.
- Take ownership of critical incidents and conduct post-incident reviews.
- Monitor service delivery performance, meet customer expectations, and drive future demand.
- Provide accurate and regular reports to management on service delivery performance.
- Collaborate with technical partners to set standards for software, infrastructure, and security.
- Ensure project compliance with the latest RMIT, outsourcing, and security guidelines.
- Occasionally work with the CEO on technical bids and quotations as needed.

Job Requirements

- Project management certification (e.g., PMI, PMP, Six Sigma).
- Experience working with third-party service providers.
- In-depth knowledge of escalation procedures, incident management, resource planning, and other service delivery disciplines. - Certification and experience in ITIL principles or ITSM.