IT Service Delivery Manager (Service Desk Operations)

About the role

The IT Service Delivery Manager will lead the Service Desk team across the Asia region, ensuring high‑quality support for multinational clients. This role focuses on delivering excellent customer service, meeting SLA targets and driving continuous service improvement.

Key responsibilities

• Lead regional IT support operations across Asia, coordinating multiple sites and time zones.
• Manage and develop a high‑performing Service Desk team to meet service excellence standards.
• Oversee SLA performance, monitor metrics and implement corrective actions when needed.
• Collaborate with multinational clients to understand their service requirements and ensure alignment with delivery capabilities.
• Drive process improvements and adopt best practices for Service Desk operations.

Required profile

• Proven experience in managing IT Service Desk or support teams, preferably in a regional or multinational environment.
• Strong leadership and people‑development skills.
• Excellent communication and stakeholder‑management abilities.
• Ability to work on‑site in Kuala Lumpur and travel within the region as required.

Required skills