Service Delivery Manager

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Company Name: INNOVATION ASSOCIATES CONSULTING SDN BHD

Location: Cyberjaya, MY

Employment Type: Contract

Work Experience: 10 Years and above

Responsibilities

• Oversee end-to-end service delivery to ensure all AMS activities meet agreed SLAs, KPIs, and quality standards.
• Act as the primary point of contact between clients and internal delivery teams for all service-related matters.
• Coordinate and manage resources to ensure timely resolution of incidents, service requests, and change implementations.
• Monitor service performance, prepare regular reports, and conduct service review meetings with stakeholders.
• Ensure compliance with ITIL processes and organizational policies for incident, problem, and change management.
• Manage escalations and drive root cause analysis to prevent recurring issues.
• Facilitate communication amo...