IT Service Delivery Manager

ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. This Organization is striving for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements.

The IT Service Manager is the local relay of the Cluster IT account manager in the country. They are accountable for the IT services provided to the country and are the owner of the contracts with local IT vendors.

How will you CONTRIBUTE and GROW?

Customer Relationship Management

• Privileged point of contact for Business Line leaders in the country
• Leading IT Ops review with the BL Leaders of the country to track performance of IT services including IT support, Demand & Projects
• Supporting the Cluster IT Account Manager in the preparation of Cluster IT service review
  
  
  

Contract Management

• Dispute management with local providers
• Coordinate the local Procurement efforts with Local Procurement (sourcing, contract management, market knowledge)
• Contract renewals / negotiation with vendor
• Owner of the local contract for IT services, includiung Voice
  
  
  

IT Budget Management

• Tracking of Actuals at the Country level
• Tracking CAPEX consumption at the Country level
• Providing visibility on IT costs to local Finance (Flash)
• Preparing the local IT Budget at the Country level
• Coordinating the IT Volume review at the Country Level
• Budget approver for Country specific demands (ensuring that a PO is raised by the right Business owner)
• Preparing and Sharing BIS APAC Quotes
• Supporting the Cluster IT Account managers for the budget consolidation at Cluster level
  
  
  

IT Support - Quality Control

• Monitoring of the IT support service levels and chasing Service owners on behalf of the Business
• Escalation point for IT incidents at country level
  
  
  

Infrastructure Project Proxy

• AdHoc coordination tasks for Infrastructure Projects
  
  
  

Are you a MATCH?

Key Job Experience:

• Experience: At least 5 years in IT Service Delivery or IT Operations roles with a broad range of various technical exposures. Experienced with core ITIL processes, particularly Incident, Problem, and Service Level Management. Proven experience in managing day-to-day relationships with IT service providers, including conducting operational performance reviews, managing escalations, and ensuring adherence to contractual SLAs.
• Budget Management: Experience with IT operational budget tracking, invoice processing, and managing local expenditures.
  
  
  

Soft Skills & Competencies:

• Analytical Mindset & Problem Solving: Proven ability to use data to analyze performance, identify trends, and drive data-driven decisions. Experienced implementing a structured approach to problem-solving and root cause analysis.
• Communication Skills: Excellent ability to communicate clearly and effectively with both technical teams and business users, especially during high-pressure situations like major incidents.
• Financial Acumen: A strong understanding of operational budget management principles and the ability to make cost-conscious decisions.
• Vendor Relationship Management: Strong ability to build effective working relationships with third-party vendors, holding them accountable for performance while fostering a collaborative partnership.
  
  
  

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.