Service Delivery Manager (RedHat)

Position: Service Delivery Manager
Industry: IT Solutions Provider
Location: Bangsar South

About the Job

We are seeking a highly skilled Service Delivery Manager (SDM) to oversee and ensure the effective delivery of IT services related to Red Hat OpenShift Container Platform, Red Hat OpenShift Virtualization, Red Hat Ansible, Red Hat Application Services, and Red Hat Enterprise Linux. The Service Delivery Manager will maintain strong client relationships, and ensure that all service delivery aligns with agreed-upon SLAs and quality standards.

Job Responsibilities

Client Onboarding and Relationship Management:

Lead the onboarding process for new clients, ensuring smooth integration and transition.

Act as the primary technical contact for clients, understanding their requirements and addressing any issues.

Conduct regular client meetings to review service performance, gather feedback, and implement improvements.

Service Delivery and Quality Assurance:

Oversee the overall delivery of IT services, ensuring compliance with SLAs and contractual agreements.

Implement and enforce best practices and standards for service delivery.

Conduct service quality assessments, audits, and performance reviews.

Identify opportunities for service enhancements and drive continuous improvement initiatives.

Team Leadership and Management:

Manage multiple teams responsible for various aspects of the managed operations.

Set strategic goals and performance expectations for team leaders and members.

Provide leadership, coaching, and professional development for team members.

Foster a collaborative and high-performance team environment.

Incident and Problem Management:

Oversee the incident management process to ensure timely resolution and effective handling of client issues.

Implement ITIL-based incident and problem management practices.

Lead root cause analysis to prevent recurring incidents and maintain accurate records.

Ensure transparent reporting and communication with clients regarding incident status and resolutions.

Change Management and Service Transition:

Manage and oversee changes to client environments, ensuring they are implemented in a controlled and documented manner.

Coordinate service transitions and upgrades to minimise disruption and align with client business objectives.

Infrastructure and Technology Management:

Oversee the management and optimization of client IT infrastructure.

Assess and recommend technology solutions to address clients' evolving needs.

Plan and execute infrastructure upgrades, migrations, and scalability improvements.

Documentation and Reporting:

Maintain detailed documentation of client configurations, procedures, and service delivery processes.

Generate regular reports on service performance, incident resolution, and compliance status.

Provide clients with clear, actionable insights into the health and performance of their IT environments.

Qualifications & Experiences Needed

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Extensive experience in managing IT service delivery, particularly with Red Hat OpenShift and related technologies.
• Proven track record in client relationship management and service quality assurance.
• Strong knowledge of Red Hat OpenShift Container Platform, Red Hat OpenShift Virtualization, and Red Hat Enterprise Linux.
• Experience with ITIL practices, including incident and problem management, and change management.
• Demonstrated ability to manage and lead multiple teams effectively.
• Proven experience in setting strategic goals and driving team performance.
• Excellent communication skills for client interactions and internal team coordination.
• Ability to produce detailed reports and maintain clear, accurate documentation.
• Relevant certifications such as Red Hat Certified Engineer (RHCE) or similar are preferred.
• ITIL certification or equivalent change and incident management certification is highly desirable.

Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM4,500.00 - RM15,000.00 per month

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Overtime pay

Experience:

• Linux: 3 years (Required)
• Ansible: 3 years (Required)