GCI Science & Technology (M) Hiring! Full Time Service Delivery Manager (Data Centre Operations) in Federal Territory, Earn up to MYR 5,000 - Ricebowl

Key Responsibilities:
Service Delivery & Operations Management

• Manage day-to-day O&M operations across multiple regions in Malaysia.
• Monitor and drive timely closure of Trouble Tickets (TTs) within agreed SLA targets.
• Review ticket backlog, aging tickets, and service performance metrics.
• Coordinate resource allocation and scheduling to support operational requirements.
• Ensure preventive maintenance (PM) activities are executed according to schedule.
• Conduct daily, weekly, and monthly operational review meetings.

Customer & Stakeholder Management

• Serve as the primary operational point of contact for customers.
• Manage customer escalations and ensure timely resolution of operational issues.
• Build and maintain strong relationships with customers and key stakeholders.
• Prepare and present service review reports to customers and management.
• Ensure customer satisfaction through proactive communication and issue management.

SLA & Performance Management

• Monitor and manage service delivery performance against contractual KPIs and SLAs.
• Analyze operational trends and identify areas for improvement.
• Develop and implement corrective and preventive actions to improve service quality.
• Drive continuous improvement initiatives to enhance operational efficiency.

Resource & Vendor Management

• Coordinate internal teams, subcontractors, and vendors to ensure smooth service

delivery.

• Support manpower planning and operational readiness.
• Work closely with Spare Material Management to ensure material availability for maintenance and incident recovery activities.
• Monitor vendor performance and service quality.

Reporting & Governance

• Prepare weekly and monthly operational reports.
• Maintain accurate operational records and documentation.
• Ensure compliance with company policies, customer requirements, and operational procedures.
• Support audits, inspections, and operational reviews as required.

Requirements:
Education

• Bachelor's Degree in Engineering, Information Technology, Telecommunications, Computer Science, or a related field.

Experience

• Minimum 5 years of experience in Operations & Maintenance, Service Delivery, Data Centre Operations, NOC, Telecommunications, or Managed Services environments.
• Minimum 2 years of experience in a supervisory or managerial role.
• Experience managing multi-site operations is highly preferred.
• Proven experience in SLA management and customer-facing operations.

Technical Knowledge

• Familiarity with Data Centre Operations, Critical Facilities, IT Infrastructure, Network Operations, or Telecommunications environments.
• Experience with ticketing and ITSM platforms such as ServiceNow, Remedy, Jira, or equivalent.
• Knowledge of incident management, problem management, change management, and preventive maintenance processes.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent customer relationship and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and presentation skills.
• Ability to work under pressure and manage multiple priorities.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.

Preferred Qualifications

• Experience supporting nationwide O&M projects.
• Experience in Data Centre, Telecommunication, or Managed Services industries.

Pay: RM4,000.00 - RM5,000.00 per month

Work Location: In person