Kerja Sepenuh Masa, Service Delivery Manager – Data Center Operations di Millennium Technology Services Johor - Maukerja

Service Delivery Manager – Data Center Operations

Location: Kulai, Johor

Summary

The Service Delivery Manager (SDM) is responsible for managing and overseeing the delivery, operational performance, governance, and continuous improvement of Data Center Managed Services. The role serves as the primary point of contact between customers, service delivery teams, and internal stakeholders, ensuring that services are delivered in accordance with contractual obligations, Service Level Agreements (SLAs), security standards, and business requirements.

The SDM provides end-to-end oversight of service performance, operational governance, customer satisfaction, risk management, and service improvement initiatives. The role coordinates cross-functional teams to ensure timely resolution of incidents and service issues, effective communication with customers, and consistent achievement of agreed service levels.

The SDM reports to the Account Delivery Manager and drives service reviews, performance reporting, operational improvement, and governance activities to identify opportunities for increased service quality, efficiency, resilience, and customer value.

Key Responsibilities

1. Service Delivery Management

• Manage end-to-end delivery of Data Center Managed Services.
• Ensure compliance with contracts, SLAs, KPIs, and operational standards.
• Monitor service performance and drive corrective actions when required.
• Act as the primary escalation point for service and customer issues.
• Coordinate customers, operations teams, and internal stakeholders to maintain service quality and continuity.
• Oversee day-to-day Data Center operations, including availability, capacity, resilience, and operational readiness.
• Ensure effective management of critical infrastructure and supporting services, including power, cooling, network, security, monitoring, and facilities, as applicable.
• Ensure compliance with approved MOPs, SOPs, EOPs, and operational procedures.
• Monitor critical infrastructure performance, alarms, capacity, and availability.
• Coordinate planned maintenance, shutdowns, upgrades, and other activities to minimize service impact.
• Ensure appropriate staffing, shift coverage, handovers, and escalation processes are maintained.

2. Operations & Service Governance

• Ensure operational readiness, service continuity, and adherence to established governance frameworks.
• Manage operational risks, dependencies, issues, and service performance through structured governance processes.
• Establish, maintain, and continuously improve operational procedures, documentation, and service governance standards.
• Conduct regular operational and service governance reviews to ensure performance, compliance, and accountability.
• Ensure appropriate controls are in place to support consistent and reliable service delivery.

3. SLA & Performance Management

• Own and manage SLA and KPI performance across all assigned managed services.
• Analyze service performance trends, SLA breaches, recurring issues, and areas for improvement.
• Lead service recovery actions and performance improvement initiatives to restore and maintain agreed service levels.
• Ensure timely, accurate, and meaningful service performance reporting.
• Present service performance, risks, issues, and improvement plans to customers and senior management.

4. Incident, Problem, and Change Management

• Lead major incident response and coordinate stakeholders to restore services quickly.
• Coordinate technical and operational teams to resolve incidents and minimize service impact.
• Oversee Root Cause Analysis (RCA) and ensure corrective actions are completed.
• Track recurring issues and drive problem resolution.
• Ensure lessons learned are incorporated into operational improvements.
• Manage and govern planned changes, maintenance, upgrades, and infrastructure modifications.
• Ensure changes are properly assessed, approved, communicated, implemented, and documented.
• Monitor high-risk changes and ensure appropriate rollback plans are in place.
• Ensure emergency and unauthorized changes are controlled, reviewed, and documented.

5. Workforce Management

• Ensure appropriate staffing levels, resource allocation, and workforce readiness to support service delivery requirements.
• Manage workforce planning, recruitment, onboarding, deployment, and resource utilization.
• Monitor employee performance, attendance, productivity, competency, and training compliance.
• Identify skills and capability gaps and coordinate appropriate training and development activities.
• Support employee engagement, performance evaluations, talent development, succession planning, and retention initiatives.

6. Vendor & Stakeholder Management

• Manage relationships with vendors, subcontractors, service partners, and other third-party providers.
• Monitor vendor performance, service quality, SLA achievement, and contractual compliance.
• Lead regular service review meetings, operational reviews, and customer governance sessions.
• Manage customer escalations and ensure timely resolution of service-related concerns.
• Maintain effective stakeholder communication and transparency throughout the service lifecycle.
• Build strong working relationships with customers and internal stakeholders to support service quality and customer satisfaction.

7. Transition & Continuous Improvement

• Lead service transition, mobilization, handover, and operational stabilization activities.
• Ensure new or transitioned services are operationally ready before entering steady-state operations.
• Identify and implement opportunities for process improvement, automation, standardization, and service optimization.
• Drive continuous improvement initiatives based on service performance trends, customer feedback, operational lessons learned, and emerging business requirements.
• Measure and communicate the benefits and outcomes of improvement initiatives.

8. Compliance & Risk Management

• Ensure compliance with contractual, regulatory, security, health and safety, and organizational requirements.
• Support internal and external audits and ensure timely closure of identified findings.
• Maintain operational risk registers, mitigation plans, and appropriate governance controls.
• Proactively identify, assess, and manage risks that may impact service availability, performance, security, or customer commitments.
• Ensure appropriate escalation and management of significant operational, compliance, and security risks.

9. Service Strategy & Account Support

• Support the Account Delivery Manager in achieving overall account objectives and customer commitments.
• Provide operational input into account strategy, service planning, and customer engagements.
• Support contract renewals, service expansions, solution changes, and new business opportunities where applicable.
• Identify opportunities for service enhancement, automation, optimization, and additional customer value.
• Provide operational estimates, risks, resource requirements, and feasibility assessments for proposed service changes.