Service Management Manager

Are you ready to unleash your potential?

At Deloitte, we are committed to making an impact that matters for our clients, our people, and the communities we serve.

We are excited to announce our collaboration with NEXTDC, Australia’s leading independent data centre operator, to establish a new Technology Operations team in Malaysia. This partnership is crucial in enabling NEXTDC’s Technology division to expand its technical capabilities and enhance operational efficiency. While your initial employment will be with Deloitte, you will focus on providing services to NEXTDC’s Technology division, with the potential for a direct transition to a permanent career with NEXTDC upon successful completion of key project outcomes.

NEXTDC is a well-established and fast-growing Australian company committed to making digital infrastructure accessible, resilient, seamlessly integrated, and socially responsible. NEXTDC are currently expanding into Malaysia with their first data centre already under construction, offering you the chance to be part of Malaysia’s digital transformation. NEXTDC strives to make impactful investments that accelerate job skills, direct investment, and economic prosperity in Malaysia, building trust within the community.

By joining this team, you will work alongside NEXTDC’s diverse, inclusive, and globally connected team, while benefiting from continuous learning, professional development, an international network, access to modern technology, flexibility and a healthy work-life balance.

Ready to unleash your potential? Join our winning team today!

Work you will do

We are seeking a Service Management Manager to lead our client, NEXTDC’s, IT Service Management practice and oversee the daily operations of its IT service delivery. This pivotal role includes managing incident, problem, and change processes, asset, CMDB and catalogue management, and Knowledge management, ensuring smooth implementation and continuous improvement.

The ideal candidate will possess extensive experience in IT Service Management best practices and the ITIL Framework, with a proven ability to manage stakeholders and align service delivery with business objectives. Additionally, you will be responsible for the delivery of Knowledge Management services across the Technology sector, enhancing overall service predictability, reliability, and quality.

In this role, your key responsibilities in supporting, NEXTDC’s operations, will include:

• Lead setup and ongoing operations of IT Service Management (ITSM) services including Incident, Problem, Change, Service Catalogue, and Knowledge Management, to enable the efficient operation of the entire Technology team.
• Collaborate with business stakeholders to ensure alignment of ITSM service delivery to business objectives.
• Maintain clear and effective communication with stakeholders about ITSM services.
• Oversee day-to-day service operations, ensuring that IT services are delivered to agreed service levels.
• Manage the day-to-day service delivery of defined IT services provided by both internal and external service providers.
• Monitor and report on performance of IT services.
• Lead continuous improvement initiatives to drive efficiency and effectiveness in IT Service Management.
• Conduct regular training for the IT teams to keep them updated on best practices and new tools.
• Identify and mitigate risks associated with IT service delivery.
• Lead and manage the IT Service Management team to ensure high performance and talent development.
   

Requirements

If you are someone with:

• Bachelor’s degree in Information Systems, Information Technology, Business Administration, or related field.
• 5 years or more experience as an IT Service Manager or similar role with a track record of successfully running IT Service Management teams.
• Strong understanding of ITIL principles and practices. Experience with leading delivery of IT Service Management service with tools like ServiceNow.
• A solution-oriented mindset with experience in setting up and running IT Service Management practice.
• Eligibility for an Australian business visa.
• Prior experience in managing IT operations within the Technology and/or Infrastructure industry is highly desired.
• Certification from PMI, ITIL or equivalent preferred.
• Australian business experience would be an advantage.
   

Technical Skills

• In-depth understanding of the IT Service Management best practices and processes (ITIL framework), particularly around the Incident, Problem, Change, Service Catalogue and Knowledge Management practices.
• Skilled at leading and influencing teams to deliver efficient and effective IT Service Management services.
• Intermediate to advanced Microsoft Office skills (Project, Word, Excel, PowerPoint, and Outlook). 
   

Soft Skills

• Fluency in English – excellent verbal and written communication. 
• Excellent communication and interpersonal skills, with the ability to articulate concepts and ideas clearly to stakeholders at all levels.  
• Strong leadership abilities, with the ability to manage, motivate and support multi-geography teams.
• Strong service delivery skills and relationship management skills.
• Ability to multi-task effectively with strong time management skills.
• Ability to work under pressure whilst being organised, detail-oriented, accurate and thorough.
• Flexibility and adaptability to meet deadlines and work in a growing team.
   

This is a hybrid role in line with client’s working policy. Some travel to client’s work locations (including Australia) may be required in certain circumstances and will be jointly agreed with the client and the successful candidate.

Due to volume of applications, we regret that only shortlisted candidates will be notified. 

Please note that Deloitte will never reach out to you directly via messaging platforms to offer you employment opportunities or request for money or your personal information. Kindly apply for roles that you are interested in via this official Deloitte website.