Service Delivery Manager / IT Project 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.

Level

• Minimum 3 years in a Project Manager or Delivery Manager role (Software / IT Projects).
• Alternatively, experience as a Tech Lead, leading a team of engineers for third-party or external clients (planning the SDLC).
• Key role reporting directly to the CEO.

Location

• Fully on-site, permanent role.
• Working hours: 9am to 6pm.
• Location: Petaling Jaya (reachable by LRT station).