Manager/Assistant Manager, IT Service Delivery

Carlsberg Group


Date: 3 weeks ago
City: Shah Alam
Contract type: Full time
Responsible for managing, supporting, and improving the delivery of IT services related to enterprise applications such as SAP ECC & BW, Kinaxis RapidResponse, and other critical business systems. This includes ensuring operational excellence, driving user satisfaction, and aligning IT services with business needs. The individual will act as a key liaison between IT teams, business stakeholders, and vendors to ensure efficient service delivery and continuous improvement.

Responsibilities

Service Delivery Management

  • Ensure end-to-end delivery of IT services for enterprise applications like SAP ECC & BW, Kinaxis RapidResponse, and other business-critical platforms.
  • Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to ensure timely and quality service delivery.
  • Collaborate with business units to understand their requirements and align IT services accordingly.
  • Manage incidents, service requests, and escalations.

Operational Support

  • Oversee the day-to-day operation of SAP modules (e.g. FI/CO, MM, SD, PP), Kinaxis RapidResponse, SAP BW, DMS, and other enterprise systems.
  • Coordinate with internal IT teams and external vendors to resolve technical issues and minimize downtime.
  • Manage and perform application configuration, upgrades, patches, and enhancements to ensure business continuity and system stability.
  • Conduct root cause analysis (RCA) for recurring issues and implement solutions to prevent future occurrences.

Project Management

  • Support the deployment of new enterprise application modules, features, and integrations.
  • Work with project managers to ensure timely and cost-effective delivery of IT initiatives.
  • Participate in planning, testing, and rollout activities for applications.
  • Lead small to medium-scale projects related to system enhancements, migrations, or process improvements.

Stakeholder Engagement

  • Act as the primary point of contact for business stakeholders regarding enterprise application services.
  • Facilitate communication between business teams, IT teams, and external vendors to ensure alignment.
  • Provide regular updates, reports, and dashboards to stakeholders on system performance, issues, and improvement plans.

Change and Release Management

  • Follow established change management protocols for introducing new features or updates to enterprise applications.
  • Coordinate with cross-functional teams to plan and execute releases with minimal disruption to business operations.
  • Ensure proper documentation of all changes and updates.

Vendor and Partner Management

  • Liaise with external vendors (e.g., SAP, Kinaxis, Accenture, etc.) to ensure the timely delivery of services and resolution of issues.
  • Evaluate vendor performance and provide feedback for continuous improvement.
  • Negotiate service contracts and agreements to optimize costs and service quality.

Continuous Improvement

  • Identify opportunities to optimize existing processes and systems to improve efficiency and performance.
  • Stay updated on the latest trends, updates, and best practices related to SAP, Kinaxis, and enterprise applications.
  • Drive automation initiatives to reduce manual tasks and improve operational efficiency.

Compliance and Security

  • Ensure enterprise applications comply with relevant regulatory, security, and governance standards.
  • Collaborate with IT security teams to address vulnerabilities and ensure data protection.
  • Support audits by providing necessary documentation and system information.

Team Leadership and Knowledge Sharing

  • Provide guidance and mentorship to junior team members or peers.
  • Organize and conduct training sessions for end-users and internal teams on application usage and best practices.
  • Ensure knowledge transfer and documentation for all key processes and systems.

User Access Management

  • Follow established access management procedure & policy for user access creation and update in enterprise applications.
  • Collaborate with business owner on user access review and housekeeping.

Requirements

  • With a Bachelor’s Degree in Computer Science, Information Technology, or related field.
  • With more than 5 years experience in IT service delivery, with a focus on SAP, Kinaxis, or other enterprise applications.
  • Certifications in SAP, Kinaxis, or ITIL are a plus.
  • Strong functional knowledge of SAP modules (e.g., FI/CO, MM, SD, PP) and their integration points.
  • Basic knowledge in SAP ABAP and user access management.
  • Familiarity with Kinaxis RapidResponse, including configuration and operational support.
  • Understanding of enterprise application architecture and integration with other systems.
  • Experience with ITIL processes (Incident, Problem, Change Management).
  • Knowledge of database systems, cloud platforms, and APIs for enterprise applications.
  • Excellent problem-solving and analytical skills.
  • Strong communication and stakeholder management abilities.
  • Ability to work under pressure and manage multiple priorities.
  • Team-oriented with leadership and mentoring capabilities.
  • Project management skills.

Job Details

Workplace

Shah Alam, MY

Job type

Permanent

Part time / Full time

Full time

Working Time

Monday - Thursday 8:15am - 5pm

Friday 8:15am - 4pm

We regret to inform only shortlisted candidates will be notified

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