Principal Service Delivery Manager

Cyberjaya, Selangor, Malaysia Global Business Services 69928 27. April, 2021
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Begin your career with DHL IT Services!

We are looking for an experienced individual to fill the position as a Principal Service Delivery Manager. You will accountable for service delivery of a set of IT services for (a part of) 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 SDMs portfolio are covered by a run order and delivered services match the ordered volumes
  • Review and provide input to the development of SLAs
  • Build and manage business relationship with Suppliers with focus on Supplier Management & Delivery
  • Channel customers’ escalations towards successful resolution
  • Responsible for management of telecoms operations within the designated Service
  • Lead Major incidents and ensure that Services are restored with aspiration of 100% service uptime
  • Gain customer intimacy and understand business processes and motivation
  • Govern the service Change & Maintenance management with focus on coordination and service availability
  • Facilitate regular service reviews with business partners
  • Provide standard reports to business partner according to agreed schedule
  • Cooperate in identifying main areas for IT service improvement and in executions of service improvement
  • Ensure that systems, process and methodologies are followed to allow effective monitoring, control and support of service delivery
  • Prepare and analyze service delivery reports for business partner
  • Coordinate the activities to consolidate business partner requirements for enhancements to business applications
  • Assist development of proposals based on customer requirements
  • 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
  • Engage fully in the review process of IT services and the development of improvements plans


  • More than 10 years of experience in IT field
  • Proven ability to manage senior and or executive level stakeholders                        
  • Very strong Customer Orientation; build credibility, trust and long term relationships with key parties                     
  • ITIL Service Management knowledge with accent on Supplier, Incident and Change management experience               
  • Financial Analysis and Business Case preparation                                                                                                                                                                                                                              


  • Great Team of IT Professionals with Global Working Exposure
  • 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!

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  • Geschäftsbereich

    DHL Information Services (Asia-Pacific) Sdn. Bhd.

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