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Infosys

Service Delivery Manager

Today• Kuala Lumpur, Malaysia

About Infosys:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

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Short Description:
If your passion is to build solutions that really make a difference to enterprises, the community and your world, Infosys is the right place for you.
  • Roles and Responsibilities:
    • Monitoring service performance against SLAs, addressing any service delivery issues, and implementing corrective actions to enhance service quality
    • Understanding client needs, managing expectations, and ensuring that services are delivered in a manner that meets or exceeds those expectations
    • Lead and manage service delivery teams, ensuring effective communication and collaboration among team members to achieve service goals
    • Budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals
    • Monitoring service performance and compliance with SLAs.
    • Managing client relationships and addressing service-related concerns.
    • Coordinating with internal teams to ensure seamless service delivery.
    • Implementing continuous improvement initiatives.
    • Conducting regular service reviews and reporting on performance metrics
  • Skills /Competencies:
  • Essential Skills:
    • Have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management
    • Oversee multiple projects or initiatives to plan, organize, and coordinate resources, timelines, and deliverable
    • Adept at analyzing complex situations, identifying problems, and proposing effective solutions
    • Ability to think critically and make decisions quickly to address service-related challenge
    • Should have a mindset of continuous improvement and proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery
    • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
    • Taking accountability for service delivery performance, meeting customer expectations, and driving future demands
    • Manage budgets related to service delivery, ensuring cost-effective operations without compromising service quality
    • Address and resolve service delivery issues promptly to maintain high levels of customer satisfaction
    • Ability to analyze service performance data and make informed decisions to enhance service delivery
  • Preferred skills
    • Handling Escalations and Issue Resolution
    • Continuous Improvement and Quality Assurance
    • Coordinating with Internal Teams
    • Ensuring Service Level Agreements (SLAs) Compliance
    • Overseeing Service Delivery Processes
    • Managing Client Relationships
  • Additional Skills:
    • Interpersonal Skills
    • Analytical Skills
    • Problem-Solving Skills
    • Organizational Skills
    • Leadership Skills
    At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

    Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

    "All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."

    Client-provided location(s): Kuala Lumpur, Malaysia
    Job ID: Infosys-138090BR
    Employment Type: OTHER
    Posted: 2025-08-22T18:40:20

    Perks and Benefits

    • Health and Wellness

      • Health Insurance
      • Life Insurance
      • HSA
      • Short-Term Disability

    • Parental Benefits

      • Birth Parent or Maternity Leave
      • Non-Birth Parent or Paternity Leave
      • On-site/Nearby Childcare

    • Work Flexibility

      • Office Life and Perks

        • Commuter Benefits Program

      • Vacation and Time Off

        • Paid Vacation
        • Paid Holidays
        • Personal/Sick Days
        • Sabbatical

      • Financial and Retirement

        • 401(K)
        • Relocation Assistance

      • Professional Development

        • Learning and Development Stipend

      • Diversity and Inclusion

        • Employee Resource Groups (ERG)