Service Delivery Manager
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
5 days ago
Vacancies:
1 Vacancy
Job Summary
Job Summary
We are seeking a Service Delivery Manager (ServiceNow)to lead and govern end-to-end service delivery for the ServiceNow platform. This role acts as the bridge between business stakeholders ServiceNow development squads and operations teams ensuring platform stability delivery excellence and continuous improvement.
Key Responsibilities
Lead service delivery for the ServiceNow platform across ITSM CMDB Asset Management and related modules
Manage ServiceNow squad delivery sprint planning backlog prioritization and release coordination
Ensure SLA KPI and platform performance targets are met
Act as the primary escalation point for ServiceNow-related incidents and delivery risks
Drive ITIL-aligned processes within the ServiceNow ecosystem
Coordinate with Product Owners Developers CMDB/Asset engineers and stakeholders
Oversee platform governance change management and release management
Prepare service reports dashboards and executive updates
Requirements
6 years of experience in IT Service Delivery with strong exposure to ServiceNow
Hands-on experience managing ServiceNow squads or platform teams
Strong understanding of ServiceNow modules (ITSM CMDB Asset Management)
Experience with Agile / Scrum delivery models
Solid knowledge of ITIL processes and service governance
Excellent stakeholder management and communication skills
ITIL and/or ServiceNow certifications are a plus
About Encora
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services Product Engineering & Application Modernization Data & Analytics Digital Experience & Design Services DevSecOps Cybersecurity Quality Engineering AI & LLM Engineering among others.
At Encora we hire professionals based solely on their skills and do not discriminate based on age disability religion gender sexual orientation socioeconomic status or nationality
Required Experience:
Manager
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
As Encora Inc. expands its footprint in Latin America, its acquisition of Nearsoft provides our clients with a unique chance to Nearshore on a global scale.
