SERVICE DELIVERY MANAGER – KUALA LUMPA

REPORTS TO: Head of Service Delivery

DEPARTMENT: Service Delivery

LOCATION: Kuala Lumpa Office – Shah Alam 40150

GRADE: TBC

ABOUT SILVERBUG

Silverbug is an innovative, dynamic technology company serving an impressive array of industry leading customers.
Privately owned and established in 2002, Silverbug has grown in reputation and influence in the Managed Service
Provider space. 
Silverbug is striving to new standards in the IT world and we believe this can only be accomplished with the right
people. We value our employees by supporting career development and progression. Together we set the
standard others follow.

OBJECTIVE OF ROLE

As the Service Manager at Silverbug, you will work closely with the Head of Service Delivery to manage and
improve the day to day operational IT service delivered to our customers.

A key part of this role is to build relationships with customers and the key contacts on site to address concerns and
attend meetings to provide reporting, develop opportunities and manage the implementation of services changes
to enable Silverbug to provide a first-class service desk. You will be the customers first point of call for any issues
and liaise with the account managers to provide resolutions. You will be required to assist in the designing,
developing, implementing and embedding of continuous service improvements alongside the Head of Service
Delivery in line with the businesses strategy and goals. 

You will be accountable for but not limited to; the incident and problem management processes, ensuring that SLA
is met, managing escalations, customer queries, ticket updates. These will all need to be reported on and the
results provided to the Head of Service Delivery with methods of improvement.

As well as building relationships with customers you will be expected to form strong relationships within Silverbug
to enable you to gain improved productivity resulting in increased cost effectiveness and value. You will be
responsible for the remote engineers and will provide regular coaching and training to ensure that they are at the
level required to fulfil their role at customer sites as well as putting training plans in place to extend their
knowledge. You will be expected to carry out bi monthly 121’s as well as appraisals as well as acting as an
escalation point for all members of your team by providing advice when they cannot fix the call.

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KEY RESPONSIBILITIES

 Day-to-day management of the Kuala Lumpa Service Delivery Team and their workload. Team has 8 staff
members.
 Ensure team members handle, response, prioritise support tickets correctly in a timely and professional
manner, and maintenance effectively, and provide out-of-hours support
 Manage internal systems used by Service Delivery team i.e. Brightgauge
 Ensuring regular service reviews take place
 Act as point of escalation for all engineers
 Responsible for identifying opportunities for service improvement, agreeing these with the business and
where necessary driving change(s) to implement improvements
 Develop and implement robust processes to ensure that a high quality service is provided both to
customers and internally
 Work together with the team and offer hands-on support
 Assist in the daily shifted working pattern
 Committed to accomplishing objectives
 Provide a focus for SLA management and customer satisfaction 
 Provide regular reports on KPI's, highlighting trends, risks and recommending opportunities for
continuous improvement
 Regularly review service levels, current issues and action plans
 Analyse help desk activity and make recommendations for increased organisational efficiency and
effectiveness
 Encourage professional development of the team, regularly expose to training, technical systems and
support scenarios
 Keep current with the latest technologies 
 Ensure customer service is timely and accurate on a daily basis
 Committed to self-development
 As an employee of Silverbug you are expected to be aware of our information security processes and
procedure’s ensuring that these are adhered to in line with ISO27001 at all times.

PERSON/TECHNICAL SPECIFICATION

 Hands-on technical ability, able to lead from the front 

 Proven Technical skills to 2nd line or above
o Windows Server (2003-2016) support. (Intermediate - Advanced skills)
o Office 365 (Intermediate skills)
o Active Directory (Intermediate - Advanced skills)
o Exchange 2007-2016 support. (Intermediate - Advanced skills)
o Windows 8/10 desktop support (Advanced skills)
o General Networking skills - LAN/WAN/Wireless maintenance, router/switch configuration
(Intermediate skills)
 Proven track record in IT Service Management

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 Strong technical knowledge and leadership in supporting the IT team in a 24 x7 environment
 Strong Leadership & People Management Skills
 Ability to set and manage priorities
 Exceptional service orientation
 Keen attention to detail
 Ability to prioritise and co-ordinate several tasks efficiently ensuring all deadlines are met
 Must project an approachable, calm, positive, friendly and professional image.
 Superior documentation skills
 Demonstrate the ability to understand Silverbug, its products, services and support model
 Communicate clearly and honestly with others.
 Is prepared to take responsibly and be accountable
 Must be flexible and willing to work weekends and evenings when necessary
 Strong compliance skills including ISO & GDPR
 ITIL Foundation/Practitioner Certification is desirable

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