Total 5 Manager human resources job vacancies in Customer Service category

Responsibilities

Service Operations & Delivery

• Manage day-to-day BAU operations for biometric applications, systems and related infrastructure.

• Ensure system availability, operational stability, and compliance with

SLA/KPI requirements.

• Coordinate and monitor support activities across multiple support teams, vendors, and stakeholders.

• Lead operational reviews and service governance meetings with customers.

Incident Management & Investigation

• Lead major incident handling, troubleshooting coordination, and service recovery activities.

• Drive root cause analysis (RCA) and ensure proper corrective and preventive actions are implemented.

• Coordinate with technical teams for incident investigation, log analysis, and escalation management.

• Track incident trends and recommend improvement actions to reduce recurring issues.

Customer Management

• Act as the primary customer-facing representative for operational and service-related matters.

• Provide timely updates, incident communication, and operational reporting to customers.

• Build strong customer relationships and maintain customer confidence during critical situations.

• Support customer discussions on operational improvements, risk management, and service enhancement initiatives.

Reporting & Governance

• Prepare operational reports, SLA/KPI reports, incident summaries, and management presentations.

• Conduct regular service review meetings with customers and internal stakeholders.

• Ensure proper documentation of incidents, operational procedures, and escalation processes.

• Maintain audit readiness and operational compliance documentation.

Continuous Improvement

• Identify operational gaps and recommend process improvements.

• Drive automation, monitoring enhancement, and operational efficiency initiatives.

• Support system upgrades, patching activities , and operational readiness activities.

Requirements

• Degree in Information Technology, Computer Science, Engineering, or related field.

• Minimum 5–8 years of experience in Service Delivery, Operations

• Management, or Technical Support environments.

• Experience managing mission-critical systems or large-scale enterprise platforms.

• Experience in application support, including troubleshooting, issue investigation, log analysis, user support, and coordination with development or engineering teams for issue resolution.

• Strong experience in incident management, problem management, and customer handling.

• Experience in biometric systems, border control systems, security systems, or government projects is an advantage.

• Familiarity with infrastructure, networking, servers, virtualization, cloud-native platforms, or enterprise applications is preferred.

• Strong analytical, troubleshooting, and coordination skills.

• Excellent communication and stakeholder management skills.

• Able to work under pressure and manage critical incidents effectively.

Licence no: 12C6060

Job Summary

We are seeking an experienced Service Delivery Manager (SDM) to lead and oversee our Network Managed Services operations. The ideal candidate will bring strong leadership skills, a solid background in IT service management, and proven experience managing both services and people.

You will be responsible for managing a team of 10 engineers, ensuring operational excellence, delivering against contractual SLAs, and driving service improvements through automation, cloud technologies, and data-driven reporting.

Key Responsibilities

• Lead and manage a team of approximately 10 engineers supporting Network Managed Services and 24x7 network operations.
• Oversee day-to-day service delivery to ensure contractual SLAs and customer expectations are consistently met.
• Act as the primary escalation point for major incidents, coordinating 24x7 standby support and response efforts.
• Manage change, incident, and problem management processes in alignment with ITIL best practices.
• Drive continuous improvement initiatives through process optimization, automation, and cloud adoption.
• Prepare, analyze, and present operational and performance reports using Power BI and ServiceNow.
• Collaborate with internal teams and stakeholders to enhance service quality, efficiency, and reliability.
• Conduct regular service reviews with clients, addressing performance, issues, and improvement plans.
• Handle people management responsibilities including staffing, training, development, and performance evaluations for the engineering team.

Requirements

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 5 years of IT operations or service delivery experience, including 2+ years in a leadership or managerial role.
• Proven experience managing Network Managed Services operations.
• Demonstrated people management experience leading a team of at least 10 engineers.
• Strong background in network infrastructure and operational management.
• Experience supporting 24x7 operations, with standby support responsibilities for escalations and incidents.
• ITIL Certification is mandatory.
• Experience in cloud technologies (Azure, AWS, or GCP) and automation tools.
• Proficiency in creating and presenting reports using Power BI and ServiceNow.
• Excellent communication, leadership, and stakeholder management skills.
• Strong analytical and problem-solving abilities.

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability

Key Responsibilities

1. Service Delivery & Operational Excellence

• Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
• Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
• Maintain service continuity and incident response readiness, including after-hours escalation management.
• Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
• Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).

2. ITIL Governance, Risk & Compliance

• Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
• Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
• Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
• Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
• Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
• Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.

3. Stakeholder & Customer Management

• Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.
• Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture.
• Manage multi-agency or multi-stakeholder relationships, balancing priorities and ensuring unified service outcomes.
• Coordinate with third-party vendors and internal towers (NOC, SOC, CloudOps, Network, DBA) for integrated service management.
• Drive proactive engagement and feedback loops, ensuring alignment with evolving business and compliance requirements.

4. Operational Support & Coordination

• Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization.
• Ensure incident prioritization and escalation discipline, enforcing communication templates and real-time updates.
• Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance.
• Govern change control lifecycle, ensuring risk assessment, CAB participation, and proper rollback validation.
• Ensure operational readiness for new deployments (Day-1 to Day-2 transition, hyper-care, acceptance testing).

5. Reporting, Metrics, and Compliance

• Produce monthly performance reports and dashboards detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
• Track and analyze trending data to identify recurrent issues and propose automation or process improvements.
• Present governance scorecards and risk registers to both internal leadership and customer stakeholders.
• Leverage data from ServiceNow / ITSM platforms, CloudWatch, Grafana, and Zabbix for real-time health visibility.

6. People & Resource Management

• Manage and mentor shared pools of engineers (L1–L3) across multiple service domains.
• Oversee workload allocation, shift rosters, and on-call readiness, ensuring 24×7 coverage and staff well-being.
• Lead performance reviews, coaching plans, and skill development, aligning to service needs and ITIL maturity goals.
• Support hiring, onboarding, and succession planning to maintain operational stability.

7. Strategic Service Improvement & Transformation

• Lead service transformation initiatives, aligning operations to cloud-native and automation-first models.
• Collaborate with solution architects and PMO to ensure smooth service transition and continual improvement.
• Drive efficiency gains through SOP refinement, AI-Ops, automation, and proactive monitoring adoption.
• Support leadership in developing innovation roadmaps and service maturity frameworks.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
• Proven experience managing multi-agency or multi-customer clusters with shared operational teams

Technical Expertise:

• Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
• Proficient in ITIL v4 processes and governance; ITIL certification preferred.
• Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
• Familiarity with cloud monitoring platforms (e.g., CloudWatch, Azure Monitor, Zabbix, Grafana).
• Experience in change control, incident RCA, and problem management.
• Working knowledge of compliance standards (ISO27001, ITSM audit, or GovTech OCP/ORA).

Soft Skills:

• Strong leadership and communication skills with the ability to influence cross-functional teams.
• Excellent stakeholder engagement and customer relationship management.
• Analytical mindset with a continuous improvement and risk mitigation focus.
• Ability to manage multiple priorities in a fast-paced environment

Interested candidates, please send your CVs on nabilah.azman@tg-hr.com

Regret to inform that only shortlisted candidates will be notified.

CEI: R1988671

EA License: 14C7275

Responsibilities

• To lead, manage, drive the Operations/Projects for  Managed Services outsourcing client assigned.

• The Service Delivery Manager is responsible for managing all aspects of day-to-day Service Delivery Support.

• The Service Delivery Manager will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service.

• Ensure Incident Management processes are followed effectively (ie SRT’s escalation andnotification).

• Process management and co-ordination for PIR’s and RCA’s for incidents affecting their respective customers, in conjunction with the  Problem Management, ensuring the appropriate  Business implement actions to prevent reoccurrences of the same issue.

• Monitor and Manage Service delivery and Service Level Agreements ensuring that obligations are issues escalated and prioritized.

• Coordinating Change Management activities as required.

• Identify, implement and drive service improvements to increase customer satisfaction.

• Forecast resource demand to ensure Business can plan and effectively deliver end-to-end services with minimum resource requirement. Interpret and plan projects and workload forecasts on an ongoing basis.

• Service Delivery Manager is accountable for account service problems and prioritization of work requests for their monitoring specific customers.

• Work with Business to integrate new, enhanced and existing service offerings for the account.

• The Service Delivery Manager may supply input to the customer Annual Technology Plan.

• Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business.

• Understand Technical setup of the Client and provide technical inputs to manage existing with continuous improvement/enhancement required.

Requirements

• Minimum - Bachelor’s Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree.

• At least 5 – 6 years of IT Outsourcing experience in the combination of the following fields:

  • Technical Infrastructure implementation,

  • Project management skill set,

  • A full and broad understanding of the IT Outsourcing Services and operation coordination skill set

  • People management skill set

Shortlisted candidates will be offered an Agency Contract.  Agency Contract duration is till 31 March 2027

Licence no: 12C6060

Job Summary

We are seeking an experienced Service Delivery Manager (SDM) to lead and oversee our Network Managed Services operations. The ideal candidate will bring strong leadership skills, a solid background in IT service management, and proven experience managing both services and people.

You will be responsible for managing a team of 10 engineers, ensuring operational excellence, delivering against contractual SLAs, and driving service improvements through automation, cloud technologies, and data-driven reporting.

Key Responsibilities

• Lead and manage a team of approximately 10 engineers supporting Network Managed Services and 24x7 network operations.
• Oversee day-to-day service delivery to ensure contractual SLAs and customer expectations are consistently met.
• Act as the primary escalation point for major incidents, coordinating 24x7 standby support and response efforts.
• Manage change, incident, and problem management processes in alignment with ITIL best practices.
• Drive continuous improvement initiatives through process optimization, automation, and cloud adoption.
• Prepare, analyze, and present operational and performance reports using Power BI and ServiceNow.
• Collaborate with internal teams and stakeholders to enhance service quality, efficiency, and reliability.
• Conduct regular service reviews with clients, addressing performance, issues, and improvement plans.
• Handle people management responsibilities including staffing, training, development, and performance evaluations for the engineering team.

Requirements

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 5 years of IT operations or service delivery experience, including 2+ years in a leadership or managerial role.
• Proven experience managing Network Managed Services operations.
• Demonstrated people management experience leading a team of at least 10 engineers.
• Strong background in network infrastructure and operational management.
• Experience supporting 24x7 operations, with standby support responsibilities for escalations and incidents.
• ITIL Certification is mandatory.
• Experience in cloud technologies (Azure, AWS, or GCP) and automation tools.
• Proficiency in creating and presenting reports using Power BI and ServiceNow.
• Excellent communication, leadership, and stakeholder management skills.
• Strong analytical and problem-solving abilities.

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability