MY - Customer Delivery Manager | Onsite| Bangsar South

Customer Delivery Manager

Work location: Bangsar South

We are hiring a Customer Delivery Manager to take full ownership of on‑site IT service delivery and act as the main point of contact for senior client stakeholders.

This is a high‑visibility, hands‑on role where you will be based at the client site, managing day‑to‑day service performance, handling escalations, and building strong working relationships.

It is ideal for someone who has grown from a Desktop Support, Service Desk, End‑User Computing, or IT Service Delivery & Operations background and is ready to step into a service leadership role with real accountability.

What you will do

• Own day‑to‑day on‑site IT service delivery for the client
• Act as the primary contact for client stakeholders, including senior management, to manage expectations and ensure alignment to agreed service standards
• Ensure Service Desk and Desktop/ Workplace services meet SLAs and quality standards
• Manage issues, escalations, and service risks
• Generate monthly service reports and lead monthly and quarterly service review sessions with the customer to clearly communicate service performance
• Drive service improvements, problem solving and operational consistency
• Work closely with delivery teams and internal partners

What we are looking for (9 key points):

• Experience working in a client‑facing or on‑site IT environment, with availability to work on‑site at the client location
• Background in Desktop Support Services, Service Desk Services, End‑User Computing, or IT Service Delivery & Operations
• Strong stakeholder management, including senior stakeholders
• Solid understanding of IT service delivery and service management
• Comfortable owning day‑to‑day service operations and escalations
• ITIL v4 (certification preferred)
• Experience leading and coordinating cross‑functional teams to deliver services together and achieve agreed outcomes
• Preferred: experience supporting a financial institution environment (e.g., banking, insurance, capital markets).
• Willing to participate in EU‑hour calls and support urgent meetings outside standard office hours, as required.