Operations Lead / Senior Service Delivery Manager

Salary: RM 12,000 – RM 14,000 per month

About the role

The Operations Lead / Senior Service Delivery Manager strengthens operational governance and oversight across day-to-day service delivery and incident management. This role provides the strategic management bandwidth required to support expanding project volumes, system enhancements, and business growth, while ensuring seamless service continuity and executive stakeholder engagement.

Key responsibilities

• Direct, mentor, and align the IT Operations team to ensure high performance and operational excellence

• Establish and maintain robust operational governance frameworks, standard operating procedures, and business continuity plans for critical management functions

• Partner with executive leadership to optimise capacity, support expanding change requests, and provide management bandwidth for strategic business growth

• Monitor service performance against contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), driving continuous quality improvements

• Prepare and present service reports, operational updates, and strategic recommendations directly to internal executive management and client CxO-level stakeholders

• Conduct resource allocation and operational planning to balance team capacity and optimise service coverage

• Oversee day-to-day incident management processes to guarantee prompt resolution and minimise business impact

• Drive post-incident reviews by validating Root Cause Analyses (RCAs), tracking lessons learned, and implementing systemic preventive measures

• Coordinate planned maintenance for critical customer services to mitigate risk and prevent disruption

• Manage proactive customer communications across the entire service lifecycle, maintaining clear updates and engagement

About you

• Minimum 10 years of experience in Telecom IT, with demonstrated expertise in either OSS (Operations Support Systems) or BSS (Business Support Systems)

• Proven track record of managing IT Operations teams and delivering operational presentations to client and internal CxO-level executives

• Deep expertise in SLAs, KPIs, service reviews, and resource planning

• ITIL certification or practical ITIL-based service improvement experience is preferred

• Willing and available to travel regionally on short notice