# Service Delivery Manager / IT Project Manager

**Company:** [Fuku](http://jobs.workable.com/companies/cVzy4Zi49yLx9EZznjyX2v.md)
**Location:** Kuala Lumpur, Malaysia
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/26cf0605-5478-45e4-a60b-0b5e6e3bf723)

## Description

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).