InfoConnect Hiring! Full Time Service Delivery Manager in Selangor - Ricebowl

The Role

As Head of Service Delivery, you will own the full post-delivery client experience - leading a team responsible for everything that happens after go-live. This spans support ticket management, incident handling, preventive maintenance, health checks, and change requests, all within environments where uptime, compliance, and client trust are non-negotiable.

You are someone who brings order to complexity, builds a culture of accountability within your team, and treats every client interaction as an opportunity to strengthen a long-term relationship. Critically, you understand the regulatory environment your clients operate in - particularly in financial services - and you make sure your team operates to that standard.

What You'll Do

1) Service Operations & Delivery

• Own end-to-end support operations across the client portfolio - managing SLA adherence, ticket prioritization, escalation management, and resolution quality
• Lead incident handling and troubleshooting for production environments, ensuring swift, structured responses that minimise client impact
• Oversee implementation activities and change requests, coordinating across internal teams and client stakeholders to ensure smooth, well-governed execution
• Drive a proactive operations culture - scheduling and owning preventive maintenance and system health checks before issues arise
• Monitor and manage software maintenance renewals across the client base, ensuring timely renewal cycles and continuity of service coverage

2) Client Relationship Management

• Serve as the senior operational point of contact for key accounts - building trusted, long-term relationships with client IT and operations teams
• Step in as the senior client-facing lead when escalations require more experienced engagement, managing expectations with composure and clarity
• Conduct regular service reviews with clients, presenting operational metrics, surfacing risks early, and driving continuous improvement conversations
• Proactively identify upsell and expansion opportunities arising from day-to-day client interactions, and channel these to the sales and account management team

3) Team Leadership

• Lead, mentor, and develop the support operations team - setting clear performance standards, assigning and prioritising work effectively, fostering accountability, and building a high-functioning, client-first culture
• Define and refine operational processes, playbooks, and escalation frameworks that scale as the business grows
• Work closely with solutions, delivery, and account management teams to ensure seamless handoffs and a consistent client experience end-to-end

4) Compliance & Governance

• Ensure all support and operational activities adhere to FSI regulatory requirements and client-specific compliance standards, including BNM guidelines and relevant data governance frameworks
• Maintain audit-ready documentation for all support activities, change management records, and incident reports within regulated client environments

What We're Looking For

• Proven experience in IT support operations, service delivery, or managed services - with a track record in a team leadership position and SLA-driven environments
• Strong understanding of FSI regulatory environments - familiarity with BNM guidelines, banking/insurance IT governance, and operating within regulated infrastructure is essential
• Experience managing enterprise software implementations, change requests, maintenance renewals, and production incident handling
• A natural people manager - able to build team capability, set clear expectations, and hold the line on quality and accountability
• Excellent client-facing communication skills - able to manage difficult conversations with composure and turn service challenges into relationship-building moments
• Structured and process-oriented
• Familiarity with ECM and data platforms, or enterprise software is an advantage

Skills & Attributes for Success

• Calm under pressure yet act with urgency - you think clearly when things go wrong and set the tone for your team
• Detail-oriented without losing sight of the bigger picture
• A client advocate at heart - you measure success by client outcomes, not just ticket closure rates
• Collaborative by nature, with the ability to influence across functions without authority
• Committed to continuous improvement - always looking for ways to make the operation sharper

Interested applicants should email their resume to *************