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Service Delivery Manager

Malaysia Permanent MYR13,500 - MYR15,000 per month (MYR162,000 - MYR180,000 per year) View Job Description
This role is responsible for building and managing a high-performing service desk team, driving service excellence, overseeing critical incident management, and ensuring exceptional support delivery across a global customer base. You will work closely with product, engineering, and business stakeholders while playing a key role in scaling support operations and enhancing customer satisfaction.
  • Strong career progression opportunity
  • Competitive remuneration and benefits package

About Our Client

Our client is a fast-growing international logistics and supply chain solutions provider that supports multinational customers across Asia and global markets. Backed by a strong technology-driven culture, the company has developed its own digital supply chain platform that enables customers to manage orders, shipments, inventory visibility, and business-critical logistics processes.

With continued investment in digital transformation, product innovation, and regional expansion, this is an exciting opportunity to join an organization where technology plays a central role in shaping the future of global supply chain management.

Job Description

  • Lead, mentor, and develop a growing service desk team comprising Tier 1 and Tier 2 support professionals.
  • Establish and continuously improve support operations, processes, workflows, escalation paths, and service delivery standards.
  • Manage critical incidents and major service disruptions while coordinating cross-functional teams to drive timely resolution.
  • Monitor and report on service performance metrics, including SLA compliance, ticket backlog, customer satisfaction, and operational efficiency.
  • Collaborate with development, product, and infrastructure teams to address recurring issues and drive root cause resolution.
  • Develop and maintain knowledge management resources, support documentation, and self-service materials to improve user experience.
  • Serve as the primary escalation point for customers and internal stakeholders regarding service-related matters.
  • Support customer onboarding, system go-lives, hypercare activities, and transition from project implementation to steady-state operations.
  • Ensure adherence to service management processes, governance standards, and operational best practices.
  • Provide oversight and support for local IT operations and end-user support within the Malaysia office.

The Successful Applicant

  • Minimum 5 years of experience in IT service delivery, application support, technical support, or service management environments.
  • At least 2 years of experience leading or managing service desk, support, or customer success teams.
  • Proven experience managing SLAs, KPIs, incident management, escalation handling, and customer-facing support operations.
  • Strong stakeholder management skills with the ability to communicate effectively with both technical and business audiences.
  • Familiarity with IT service management frameworks such as ITIL and ticketing platforms such as Jira Service Management, Freshdesk, ServiceNow, or similar tools.
  • Understanding of application support concepts, integrations, APIs, system logs, and basic SQL troubleshooting.
  • Experience working in regional or international environments with exposure to cross-functional and geographically distributed teams.
  • Knowledge of logistics, supply chain, freight forwarding, transportation, or related industries will be an added advantage.
  • Proficient in Microsoft 365 and comfortable leveraging AI tools to improve productivity and service operations.

What's on Offer

  • Exposure to multinational clients and international stakeholders
  • High visibility role with direct engagement with senior leadership
  • Career growth within a technology-driven and rapidly expanding organization
Contact
Jia Yi Yeoh
Quote job ref
JN-112026-7145126
Phone number
+60 3 2302 4000

Job summary

Function
IT
Specialisation
Infrastructure
What is your area of specialisation?
Transport & Distribution
Location
Malaysia
Contract Type
Permanent
Consultant name
Jia Yi Yeoh
Consultant contact
+60 3 2302 4000
Job Reference
JN-112026-7145126

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.