SERVICE DELIVERY MANAGER – INCIDENT & PROBLEM MANAGEMENT

SERVICE DELIVERY MANAGER – INCIDENT AND PROBLEM MANAGEMENT

Location: Cyberjaya/Putrajaya, Malaysia

Employment Type: Full-Time/ Contract

JOB SUMMARY

We are seeking an experienced Service Delivery Manager specializing in Incident and Problem Management to oversee IT service operations for a leading global banking institution. The role involves ensuring seamless service delivery, managing critical incidents, driving root cause analysis, and implementing long-term solutions to enhance service reliability. You will lead the Malaysian support team’s efforts to improve incident and problem management processes, optimize operations, and support global teams in Europe and the Americas.

KEY RESPONSIBILITIES

Incident Management

• Lead the end-to-end management of IT incidents to ensure prompt resolution and minimal business impact.
• Define and implement efficient incident management workflows, including escalation protocols and resolution timelines.
• Collaborate with global teams to align incident management practices with international standards.
• Monitor and report on incident trends, root causes, and resolution effectiveness.
• Ensure timely communication with stakeholders during critical incidents, providing updates and post-incident reviews.

Problem Management

• Establish and drive problem management processes to identify and eliminate recurring issues.
• Conduct thorough Root Cause Analysis (RCA) for major incidents and implement Corrective and Preventive Actions (CAPA).
• Maintain a problem management database to document known errors and workarounds.
• Work with cross-functional teams to design and implement long-term solutions for persistent issues.
• Regularly review problem management performance metrics and provide insights to leadership.

Service Delivery Optimization

• Oversee the performance of IT services to ensure alignment with agreed service level agreements (SLAs) and key performance indicators (KPIs).
• Continuously identify opportunities to improve service delivery, focusing on efficiency and cost-effectiveness.
• Collaborate with process owners to streamline workflows and eliminate bottlenecks.
• Implement automation tools and best practices to enhance service reliability and reduce manual efforts.

Business Continuity and Resilience

• Develop a Comprehensive Business Continuity Plan (BCP) tailored for banking operations to ensure preparedness for unexpected disruptions.
• Conduct regular stress tests to evaluate the operational resilience of IT systems under peak loads and adverse scenarios.
• Establish clear communication channels and protocols to manage incidents and downtimes effectively.
• Collaborate with global teams to align BCP strategies with international standards and practices.

Team Leadership and Development

• Lead and mentor the Malaysian Production Analyst support team, fostering a culture of excellence and collaboration.
• Develop training programs and resources to upskill team members on incident and problem management best practices.
• Conduct regular team meetings to discuss performance, address challenges, and celebrate achievements.
• Act as the primary point of contact for incident and problem management issues within the Malaysian team.

Stakeholder Engagement

• Build strong relationships with internal and external stakeholders, ensuring alignment of expectations and objectives.
• Communicate effectively with senior management and global teams regarding service delivery performance and challenges.
• Serve as a liaison between the Malaysian support team and global hubs in Europe and the Americas.

Compliance and Risk Management

• Ensure all incident and problem management processes adhere to regulatory requirements and corporate policies.
• Identify potential risks in IT operations and develop mitigation strategies to address them.
• Collaborate with compliance teams to ensure readiness for audits and inspections.

QUALIFICATIONS AND SKILLS

Educational Background

• Bachelor’s degree in information technology, Computer Science, or a related field. A master’s degree is a plus.

Experience

• Minimum 10 years of experience in IT service delivery, with a focus on incident and problem management.
• Proven track record of managing IT operations in the banking or financial services sector.
• Experience working in a global environment with exposure to international IT standards and practices.

Technical Skills

• Proficiency in IT Service Management (ITSM) tools such as ServiceNow, Remedy, or JIRA.
• Strong understanding of ITIL frameworks, particularly incident, problem, and change management processes.
• Knowledge of root cause analysis techniques and tools.
• Extensive knowledge of IT Infrastructure and Production technologies to optimize service delivery.
• Basic understanding of banking operations, particularly securities, asset servicing, and custody services.

Soft Skills

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills to engage with diverse stakeholders.
• Analytical mindset with the ability to solve complex problems effectively.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• High level of attention to detail and commitment to delivering quality outcomes.

Certifications

• ITIL Certification (Intermediate or Expert Level).
• Certified Problem and Incident Manager (CPIM).
• Project Management Professional(PMP) or equivalent.

WHY JOIN US?

• Be a key player in optimizing IT service delivery for a leading global banking institution.
• Work in a dynamic environment with opportunities to collaborate with international teams.
• Contribute to building a robust and reliable IT support framework in Malaysia.
• Opportunities for professional growth and career advancement within a global organization.

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

Pay: RM5,000.00 - RM10,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Monday to Friday

Experience:

• BCP: 10 years (Preferred)
• PMP: 10 years (Preferred)
• CPIM: 10 years (Preferred)
• ServiceNow: 10 years (Preferred)
• Root Cause Analysis (RCA): 10 years (Preferred)
• Corrective and Preventive Actions (CAPA): 10 years (Preferred)

Application Deadline: 12/31/2024
Expected Start Date: 01/31/2025