Service Delivery Manager / IT Project Manager

Service Delivery Manager / IT Project Manager Company Introduction - Malaysia-based tech company (Software House) with 20 years of experience in Web & Mobile Development. - Focused on three pillars: - Digital Experience: Design & development. - Digital Growth: Sales, brand awareness, and captivating target audiences. - Digital Transformation: Process re-engineering and introduction of digital technologies. - Specializes in building Go-To-Market solutions, including websites, e-commerce platforms, CRM, loyalty programs, and digital marketing. - Offers niche in-house SaaS marketing products and develops bespoke tech solutions. Projects - Focus on external projects such as: - Retail offline to online transitions. - E-commerce platforms. - Website and mobile app projects across diverse sectors, including finance, e-commerce, medical, and pharma. - Responsible for building new solutions from scratch for external customers, with project durations ranging from 3 months to over 2 years (enterprise projects). - Enhance and optimize existing projects, ensuring continuous improvement and ongoing support. Tech Stack - The Service Delivery Manager is not required to code but should have a background in software engineering. - Technologies used include: - .Net, .Net Core 5.0+ - React Native / Flutter - JavaScript: React.js / Angular.js / Node.js Responsibilities - Lead a software engineering team consisting of 4 developers and 1 lead engineer, focusing on external projects. - Oversee recruitment, performance assessment, training, and mentoring of team members. - Understand project scopes and manage end-to-end project delivery. - Ensure systems and procedures are in place to meet required quality standards and SLAs. - Take ownership of critical incidents and conduct post-incident reviews. - Monitor service delivery performance, meet customer expectations, and drive future demand. - Provide accurate and regular reports to management on service delivery performance. - Collaborate with technical partners to set standards for software, infrastructure, and security. - Ensure project compliance with the latest RMIT, outsourcing, and security guidelines. - Occasionally work with the CEO on technical bids and quotations as needed. Job Requirements - Project management certification (e.g., PMI, PMP, Six Sigma). - Experience working with third-party service providers. - In-depth knowledge of escalation procedures, incident management, resource planning, and other service delivery disciplines. - Certification and experience in ITIL principles or ITSM. Level - Minimum 3 years in a Project Manager or Delivery Manager role (Software / IT Projects). - Alternatively, experience as a Tech Lead, leading a team of engineers for third-party or external clients (planning the SDLC). - Key role reporting directly to the CEO. Location - Fully on-site, permanent role. - Working hours: 9am to 6pm. - Location: Petaling Jaya (reachable by LRT station).