Overview
Service Delivery Specialist Jobs in Penang, Malaysia at EY
Title: Service Delivery Specialist
Company: EY
Location: Penang, Malaysia
Role Overview
The SAP Service Delivery Management Executive is responsible for supporting the end-to-end delivery of SAP application services to clients, ensuring service quality, SLA compliance, and effective coordination between clients, internal teams and stakeholders. This role plays a key part in maintaining operational excellence and driving continuous improvements.
Key Responsibilities
– Support the delivery of SAP application support services across clients
– Monitor incident, service request and change tickets, ensuring timely resolution in line with SLAs
– Communicate and coordinate with clients and teams
– Prepare and maintain service reports, dashboards, and Standard Operating Procedures (SOPs)
– Identify potential risks/issues and proactively support resolution and escalation management
– Track and analyze SLA performance, KPIs, and service metrics
– Support service review meetings and client governance activities
– Contribute to continuous improvement initiatives to enhance service quality and efficiency
Key Requirements
– Bachelor’s degree in IT, Business, or related discipline
– Min 4 years of experience in SAP support, service delivery or IT operations
– Exposure to consulting or client-facing environments is preferred
– Strong verbal and written communication skills with ability to engage stakeholders at different levels
– Ability to manage multiple priorities and tickets
Skills & Competencies
- Strong communication and stakeholder management skills
- Effective problem-solving and critical thinking abilities
- Ability to manage multiple clients/projects simultaneously
- Solid understanding of IT Service Management (ITSM) principles
- Familiarity with :
- Incident, Change, and Problem Management process
- SLA management and reporting
- Hands- on experience with
- Ticketing tools (e.g., ServiceNow, Manage or similar)
- Reporting, tracking and performance monitoring tools
- Knowledge of ITIL framework; ITIL certification is an added advantage
- Exposure to AI or automation in Service Management will be an added advantage
