Executive of Information Technology Service Delivery
About Us
At APA, we are committed to cultivating a workplace founded on integrity, where team collaboration, respect, and inclusion aren't just values — they are ingrained in the way we operate every day. We believe that by embracing diverse perspectives and fostering a supportive environment, we can collectively achieve outstanding results. Our culture is designed to empower each team member to contribute their unique ideas and skills, driving innovation and excellence across all facets of our business.
📩 Job Title: Executive of Information Technology Service Delivery
📍 Location: Malaysia
🏢 Department: Technology
Job Summary
The IT Service Management Coordinator supports the Manager of IT Service Delivery in the day-to-day operations of IT services, with a focus on service implementation and IT project coordination. Acting as the primary backup to the Service Delivery Manager, the role ensures continuity in service reporting and operational oversight when required.
Working closely with internal IT teams, the AI Factory, operations functions, and external vendors, the role facilitates the smooth transition of new services and systems into production, maintains accurate service data, and ensures follow-up on actions. This role also emphasises proper documentation and tracking of IT service delivery activities.
This is a developmental role suited for individuals early in their IT service management or IT delivery career who are looking to build expertise in structured ITSM practices and project coordination.
Job Duties and Responsibilities
Service Delivery Support
- Support the day-to-day coordination of IT service operations and service delivery activities
- Assist in maintaining service performance data, dashboards, and reporting accuracy
- Act as backup to the Service Delivery Manager, ensuring continuity of reporting and operations
Service Implementation & Transition
- Coordinate the implementation of new services and systems into production environments
- Work with IT teams and stakeholders to ensure smooth service transitions with minimal disruption
- Track implementation milestones and ensure timely completion of deliverables
Project Coordination
- Provide administrative and coordination support for IT projects and service initiatives
- Track project actions, risks, and dependencies, ensuring timely follow-up
- Maintain project documentation and ensure updates are consistently recorded
Stakeholder & Vendor Coordination
- Liaise with internal IT teams, AI Factory, operations functions, and external vendors
- Coordinate meetings, updates, and communication across stakeholders
- Support issue tracking and escalation where required
Documentation & Governance
- Maintain accurate and up-to-date service documentation, logs, and records
- Ensure all service and project activities are properly documented and auditable
- Support adherence to ITSM frameworks, processes, and governance standards
Key Requirements
Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- 1–3 years of experience in IT operations, service management, or project coordination (fresh graduates with relevant exposure may be considered)
Technical & Functional Skills
- Basic understanding of IT Service Management (ITSM) frameworks (e.g. ITIL)
- Familiarity with IT service operations, incident tracking, and service reporting
- Exposure to project coordination or delivery environments is advantageous
- Proficient in Microsoft Office (Excel, Word, PowerPoint)
Soft Skills
- Strong organisational and coordination abilities
- Good communication and stakeholder management skills
- Attention to detail and ability to maintain accurate records
- Proactive, dependable, and able to manage multiple tasks effectively