Service Delivery Manager (Data Centre Operations)

About the role

This role involves managing day-to-day Operations & Maintenance (O&M) operations across multiple regions in Malaysia, serving as the primary operational point of contact for customers. You will be responsible for monitoring service delivery performance against contractual KPIs and SLAs, coordinating resource allocation, and driving continuous improvement initiatives to enhance operational efficiency.

Key responsibilities

• Manage day-to-day O&M operations across multiple regions in Malaysia
• Monitor and drive timely closure of Trouble Tickets (TTs) within agreed SLA targets
• Review ticket backlog, aging tickets, and service performance metrics
• Coordinate resource allocation and scheduling to support operational requirements
• Ensure preventive maintenance (PM) activities are executed according to schedule
• Serve as the primary operational point of contact for customers
• Manage customer escalations and ensure timely resolution of operational issues
• Monitor and manage service delivery performance against contractual KPIs and SLAs
• Prepare weekly and monthly operational reports
• Coordinate internal teams, subcontractors, and vendors to ensure smooth service delivery

About you

• Bachelor's Degree in Engineering, Information Technology, Telecommunications, Computer Science, or a related field
• Minimum 5 years of experience in Operations & Maintenance, Service Delivery, Data Centre Operations, NOC, Telecommunications, or Managed Services environments
• Minimum 2 years of experience in a supervisory or managerial role
• Experience managing multi-site operations is highly preferred
• Proven experience in SLA management and customer-facing operations
• Experience with ticketing and ITSM platforms such as ServiceNow, Remedy, Jira, or equivalent
• Strong leadership and people management skills
• Excellent customer relationship and stakeholder management skills
• Strong analytical and problem-solving abilities
• Proficient in Microsoft Office, particularly Excel and PowerPoint