ICDC - Senior Manager - Technical Service Management Lead - [KL - MY]

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve. 

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices. 

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals. 

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Work you’ll do:

• Technical Service Management Lead is responsible for overseeing the IT operations aspects of the business services, ensuring they are delivered efficiently, reliably, and in accordance with service level agreements (SLAs).

• This role integrates Site Reliability Engineering (SRE) and IT service management to enhance service delivery, operational performance, and service reliability.

• Additionally, this role involves building up the service delivery team, including recruitment and enablement.

• The ideal candidate will have a strong background in IT operations, distributed systems, cloud, and excellent leadership skills.

Your role as a leader:

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, experience analysts/consultants  across our Firm are expected to:

• Demonstrate a strong commitment to personal learning and development.
• Understand how our daily work contributes to the priorities of the team and business.
• Understand the set expectations and demonstrate accountability in keeping personal performance on track.
• Actively focus on developing effective communications and relationship-building skills with stakeholders, clients and team.
• Demonstrate an appreciation for working with others.
• Understand what is fundamental to Deloitte’s success as a business.
• Demonstrate integrity and an awareness of strengths, differences, and personal impact.
• Develop their understanding of Deloitte and offer a fresh perspective.
• Possess a strong strategic and analytical thinking skills.
• An ability to identify and mitigate risks to the product.
• An ability to provide oral and written discussion of analytical findings using narrative and graphic forms.
• An ability to explain complex, technical concepts in digestible ways.
• An ability to prioritize tasks according to their importance.

Requirements:

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.
• Minimum of 5 years of experience in IT operations, with at least 2 years in a leadership or managerial role.
• Proven experience in SRE, platform observability, DevOps practices, incident management, and problem management
• Experience in recruiting, training, and developing team members.
• Strong understanding of IT operations and infrastructure management.
• Expertise in SRE principles and practices.
• Proficiency in observability tools and techniques (e.g., monitoring, logging, tracing).
• Experience with DevOps tools and practices (e.g., CI/CD, automation, infrastructure as code).
• Strong incident and problem management skills.
• Excellent leadership and team management skills.
• Strong customer service orientation and relationship management skills.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.
• Ability to manage budgets and financial resources.
• Preferred certifications in either ITIL Foundation, Certified Kubernetes Administrator (CKA), AWS Certified DevOps Engineer or equivalent cloud certifications, Data center-related certifications (e.g., CDCP, CDCS), security certifications (e.g., CISSP).
• Demonstrated skills in communication (oral, written, presentation), analysis, problem solving and short term and long-term planning.
• Demonstrated portfolio of work showcasing technical competence
• An appreciation of the consulting lifestyle and ability to travel (both locally and abroad) is a pre-requisite to fit to our short-term and long-term project assignment.

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

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