Service Delivery Manager

Cyberjaya, Selangor, Malaysia Global Business Services req74951 11/03/2019


Begin your career with DHL IT Services!

We are looking for a self-motivated individual to fill the position as a Service Delivery Manager. You will accountable for service delivery of a set of IT services for (a part of) a DP DHL business unit. You will also act as an interface to ITS for the business partner for Run services,  represent the business partner within ITS Production Services and drive improvements on behalf of the business partner.           

You are required to ensure that agreed Service Level Agreement (SLAs) targets are achieved or exceeded. You are expected to provide service transparency, service reports and service reviews. You will need to manage customer expectations and relationship.


  • Ensure that the services in your portfolio are covered by a run Sales Order and delivered services match the ordered volumes

  • Review and provide input to the development of SLAs and subsequent renewals ahead of expiry

  • Ensure that the services released to production have agreed SLA, support model and run order and the services in production have agreed reporting set-up

  • Channel Business Partners’ escalations towards successful resolution

  • Ensure that systems, process and methodologies are followed to allow effective monitoring, control and support of service delivery

  • Engage in the review process of IT services and the development of Service Improvement plans             

  • Cooperate in identifying main areas for IT Service Improvement Plans (SIP) and in execution of SIPs

  • Prepare and analyze Service Delivery Reports for business partner

  • Facilitate regular service reviews with Business Partners

  • Provide standard reports to Business Partner according to agreed schedule

  • Coordinate the activities to consolidate Business partner requirements for enhancements to business applications

  • Assist development of proposals based on customer requirements         


  • Microsoft office suite including Outlook, PowerPoint, Excel, Word

  • Microsoft Sharepoint

  • Skype for Business for audio and meeting communication

  • Service Now ticket system to manage ITIL processes

  • Other systems and technologies as and when required


  • Very strong Customer Orientation

  • 8 years of experience in IT field

  • 5 years of experience in General IT Knowledge

  • 4 years of experience in General Logistics Industry Knowledge

  • Proven ability to manage senior level stakeholders; clearly understand stakeholder interests and concerns and initiate procedures to improve relations and communications between stakeholders

  • Financial Analysis and Business Case preparation                                                                                   


  • ITIL V3 certificate(s)

  • Project management experience

  • Public Cloud infrastructure knowledge

  • Basic knowledge of DevOps approach

  • Basic knowledge of Microsoft and Linux server operating systems


  • Great Team of IT Professionals with Global Working Exposure

  • Meal Card and Flexible Benefits – Customized According to Individual Needs

  • On-Going Professional and Technical Training and Certifications

  • A Multicultural Environment in Modern Offices 

  • Choose Any Day for Your Vacation From Earned Public Holiday (Saturday and Ad Hoc)

  • Smart Casual Everyday

  • Global Internal Job Opportunities Available Within DPDHL

  • Unlimited Outpatient Medical 

  • Home Office Possibilities

Sounds good? Start your application now!

DHL IT Services – About Us

IT Services is the internal provider of specialized IT Build services and industrialized IT Run services to Deutsche Post DHL (DPDHL) Group:

  • Supports over 260,000 DPDHL e-mail users;
  • Runs more than 7,700 servers;
  • Supports more than 2,000 global services and applications;
  • Processes 9 million shipment information messages per day;
  • 200,000 man days per year of development application.

Apart from being more than 4,500 highly skilled IT professionals with an intimate knowledge of the logistics industry, we at IT Services altogether represent more than 80 nationalities. IT Services is working behind the scenes 24-hours a day, 7 days a week, 365 days a year in the data centers and offices across three continents – Americas (Mechanicsburg, Westerville, Tempe in USA and Mexico, Costa Rica and Brazil), Europe (Prague in Czech Republic; Bonn and Darmstadt in Germany) and Asia (Cyberjaya in Malaysia and Chennai in India).

You would be part of over 1400 highly skilled IT professionals working in a friendly, multicultural environment of 26 nationalities in Cyberjaya.

Facts and Figures

  • Working Hours

    8.30AM - 5.30PM

  • Business Unit

    DHL IT Services Asia Pacific

  • Travel Required

    Below 25%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required


  • Shift Requirement