Job Description

Service Delivery Manager (SDM)

Important Information

Location: Kuala Lumpur Malaysia
Experience: 5-6 years
Job Mode: Full-time Contract
Work Mode: On-Site

 
Job Summary

Service Delivery Manager (SDM) with experience in the digital stream to oversee service operations, ensure smooth incident management, and drive effective stakeholder engagement. The ideal candidate should have prior experience managing application development teams, expertise in ITSM processes, and a strong background in Scrum methodologies.

Responsibilities & Duties 

• Service Management & Delivery: o Oversee end-to-end service delivery, ensuring alignment with business objectives. 
o Manage L2/L3 support teams for digital applications. 
o Drive continuous improvement in service processes and KPIs. 
• Incident & Problem Management: 
o Ensure effective incident resolution and problem management to minimize downtime. 
o Adhere to ITSM best practices and manage escalations efficiently. 
• Stakeholder & Customer Management: 
o Act as the primary point of contact for business stakeholders, ensuring clear communication on service performance and issues. 
o Collaborate with cross-functional teams to align business goals with service operations. 
• Agile & Scrum Practices: 
o Work closely with Scrum teams to manage service backlog and prioritize tasks. 
o Ensure smooth integration of service management within Agile application development. 
• Compliance & Governance: 
o Maintain adherence to IT governance, policies, and compliance requirements. 
o Ensure proper documentation and reporting for audits. 

Qualifications & Skills
•    5+ years of experience in service delivery management within a digital environment. 
•    Strong incident management and ITSM lifecycle expertise. 
•    Prior experience managing application development teams. 
•    Solid Scrum/Agile experience with a proven ability to work with development teams. 
•    Excellent stakeholder management and communication skills. 
•    ITIL certification is a plus. 

About Encora 

Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.   
 
At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

Job Requirements