Job details
Job description:
Location: Petaling Jaya, Malaysia
Employment Type: Full-Time
Reporting To: CEO / Managing Director
Experience: Minimum 30 years of IT industry experience
Level: Senior Management
1. POSITION SUMMARY
We are seeking an experienced and commercially driven Senior IT Manager – Managed Services & Digital Transformation to lead, manage and grow our IT Managed Services business while acting as a trusted technology consultant to our clients.
The successful candidate will have at least 30 years of broad IT industry experience, with a proven track record in running IT Managed Services operations, managing enterprise IT environments, developing customer relationships and delivering technology transformation and digitalisation projects.
This is a hands-on senior leadership role combining:
- IT Managed Services leadership
- Business development and revenue growth
- Client IT consulting and advisory
- Digital transformation and digitalisation strategy
- IT infrastructure and cybersecurity
- Cloud and data centre technologies
- IT governance and service management
- Project and vendor management
- Team leadership and mentoring
The individual should be capable of engaging directly with CEOs, CFOs, CIOs, IT Managers and business owners, understanding their business challenges and translating them into practical technology solutions.
2. KEY OBJECTIVES
The primary objectives of the role are to:
- Build and grow the IT Managed Services business.
- Increase recurring managed services revenue and customer retention.
- Develop long-term strategic relationships with clients.
- Act as a senior IT consultant and trusted advisor to customers.
- Identify opportunities for clients to improve efficiency through digitalisation.
- Lead digital transformation and IT modernisation projects.
- Ensure excellent delivery and SLA performance for managed services customers.
- Develop and manage a high-performing technical team.
- Identify opportunities to cross-sell and up-sell IT, cloud, cybersecurity and digital solutions.
- Establish the company as a trusted IT strategic partner rather than simply an IT support provider.
3. KEY RESPONSIBILITIESA. IT MANAGED SERVICES BUSINESS
Lead the overall Managed Services operation, including:
- Develop and execute the Managed Services business strategy.
- Build recurring revenue through managed IT services contracts.
- Define and improve Managed Services packages, offerings and pricing.
- Develop SLA, service catalogue and service delivery models.
- Manage service profitability and operational costs.
- Monitor customer satisfaction, SLA performance and service quality.
- Establish ITIL-based service management processes.
- Oversee service desk, infrastructure support, field support and technical operations.
- Develop preventive maintenance and proactive monitoring strategies.
- Review service performance and implement continuous improvement.
- Manage escalation of major technical and customer issues.
- Ensure contractual obligations and SLAs are consistently achieved.
B. BUSINESS DEVELOPMENT & REVENUE GROWTH
The role carries significant responsibility for growing the Managed Services business.
Responsibilities include:
- Develop new Managed Services opportunities.
- Identify potential enterprise and SME customers.
- Participate in customer meetings and presentations.
- Conduct IT assessments and technology reviews.
- Prepare Managed Services proposals and solution designs.
- Develop account expansion and cross-selling strategies.
- Identify opportunities for cloud, cybersecurity, backup, disaster recovery, infrastructure and software services.
- Build strategic relationships with technology partners.
- Support sales teams in complex technical and consultative sales.
- Develop recurring revenue opportunities.
- Maintain a healthy sales pipeline and forecast.
- Convert professional services and consulting engagements into long-term managed service contracts.
4. CLIENT IT CONSULTING & ADVISORY
Act as a trusted technology advisor to clients.
The candidate should be comfortable meeting business owners and senior executives to understand their business objectives and recommend technology strategies.
Responsibilities include:
- Conduct IT health checks and technology assessments.
- Review clients' existing IT infrastructure and architecture.
- Assess IT risks, security and business continuity.
- Identify opportunities for digitalisation and automation.
- Develop IT roadmaps aligned with business objectives.
- Advise clients on technology investment priorities.
- Prepare technology strategy and transformation plans.
- Advise on cloud migration and hybrid infrastructure.
- Review cybersecurity posture and recommend improvements.
- Advise on backup, disaster recovery and business continuity.
- Review IT governance, policies and procedures.
- Develop technology budgets and investment plans.
- Present recommendations to CEOs, Directors and senior management.
The successful candidate should be able to answer the question:
"What should this company do with technology over the next 3–5 years, and why?"5. DIGITALISATION & DIGITAL TRANSFORMATION
Lead or advise customers on digitalisation initiatives.
Typical projects may include:
- Business process digitalisation
- Workflow automation
- Document management
- Electronic approvals and digital signatures
- Cloud adoption
- Microsoft 365 / collaboration platforms
- Open-source collaboration platforms
- CRM and ERP solutions
- Customer portals
- Employee portals
- Mobile applications
- Business intelligence and analytics
- AI adoption
- Cybersecurity transformation
- Infrastructure modernisation
- Data management
- Integration between business systems
- Paperless office initiatives
- IT service automation
The candidate should be able to understand both the business process and the underlying technology, rather than approaching projects purely from a technical perspective.
6. IT TECHNOLOGY EXPERTISE
The candidate should have broad knowledge across the IT landscape, including:
Infrastructure
- Servers
- Storage
- Virtualisation
- Data centres
- Networking
- LAN/WAN
- SD-WAN
- Wi-Fi
- Firewalls
- Load balancing
Cloud
- AWS
- Microsoft Azure
- Google Cloud
- Hybrid Cloud
- SaaS
- IaaS
- Cloud migration
Cybersecurity
- Endpoint security
- Network security
- Identity and Access Management
- Zero Trust
- Email security
- Security monitoring
- SIEM
- Vulnerability management
- Data protection
- Backup and Disaster Recovery
Systems & Applications
- Windows Server
- Linux/Unix
- Databases
- Enterprise applications
- ERP
- CRM
- APIs
- System integration
Modern Technology
- AI
- Automation
- RPA
- Data analytics
- IoT
- Digital platforms
- DevOps
- Containerisation
- Kubernetes
The candidate does not need to be the deepest technical specialist in every area but must have sufficient knowledge to understand the technology, challenge technical teams and make sound business recommendations.
7. IT GOVERNANCE & SERVICE MANAGEMENT
Establish professional IT management practices based on recognised frameworks such as:
- ITIL
- ISO 20000
- ISO 27001
- COBIT
- IT governance best practices
- Cybersecurity frameworks
- Business Continuity Management
Responsibilities include:
- IT policies and procedures
- Change management
- Incident management
- Problem management
- Asset management
- Service management
- Vendor management
- Risk management
- Business continuity
- Disaster recovery
- IT audits
- SLA management
8. TEAM LEADERSHIP
Lead and develop the Managed Services and consulting team.
Responsibilities include:
- Recruit and develop technical resources.
- Establish organisational structure and responsibilities.
- Mentor engineers and IT consultants.
- Develop technical competency.
- Establish performance KPIs.
- Conduct regular performance reviews.
- Develop succession planning.
- Encourage knowledge sharing and documentation.
- Build a customer-focused service culture.
- Ensure adequate technical coverage and escalation capability.
The candidate should be a leader and mentor, not simply a technical manager.
9. PROJECT MANAGEMENT
Oversee IT infrastructure and digitalisation projects from planning through implementation.
Responsibilities include:
- Requirements gathering
- Solution design
- Project planning
- Budgeting
- Resource planning
- Vendor coordination
- Project governance
- Risk management
- Implementation
- User acceptance
- Documentation
- Handover to Managed Services
The candidate should be able to manage multiple projects while ensuring that projects are delivered on time, within budget and according to agreed requirements.
10. VENDOR & PARTNER MANAGEMENT
Manage relationships with technology vendors and strategic partners.
This includes:
- Cloud providers
- Cybersecurity vendors
- Hardware manufacturers
- Software vendors
- Telecommunications providers
- Data centres
- System integrators
- Technology consultants
Evaluate solutions based on technical suitability, commercial value, security, scalability and long-term sustainability.
11. FINANCIAL & COMMERCIAL MANAGEMENT
The Senior IT Manager will be expected to understand the commercial side of Managed Services.
Responsibilities include:
- Managed Services P&L awareness
- Revenue forecasting
- Gross margin management
- Service costing
- Resource utilisation
- Pricing
- Contract profitability
- Project profitability
- Customer acquisition cost
- Recurring revenue growth
The candidate should understand that technical excellence must translate into a profitable and scalable business.
12. KEY PERFORMANCE INDICATORS
Performance will be measured against both business and technology outcomes, including:
Business Growth
- Managed Services revenue growth
- Monthly Recurring Revenue (MRR)
- Annual Recurring Revenue (ARR)
- Number of new Managed Services customers
- Customer retention rate
- Contract renewal rate
- Gross profit margin
Customer
- Customer satisfaction
- SLA achievement
- Customer retention
- Escalation resolution
- Customer account growth
Digital Transformation
- Number and value of consulting projects
- Digitalisation projects delivered
- Consulting revenue
- Conversion of consulting customers into Managed Services customers
Operations
- SLA compliance
- Incident resolution time
- First-time resolution
- System uptime
- Service desk performance
- Resource utilisation
Team
- Staff productivity
- Technical competency
- Employee retention
- Training and certification
13. QUALIFICATIONS & EXPERIENCEEssential
- Minimum 30 years of professional IT experience.
- Proven experience managing or running an IT Managed Services business or significant Managed Services operation.
- Strong experience managing enterprise IT environments.
- Proven experience in IT infrastructure, cloud, networking, cybersecurity and systems.
- Experience dealing directly with senior management and business owners.
- Experience in IT consulting and technology advisory.
- Experience managing IT projects and digital transformation initiatives.
- Strong commercial and business development experience.
- Experience managing technical teams.
- Strong understanding of IT service management and SLA management.
Preferred
- Degree in Computer Science, Information Technology, Engineering or related discipline.
- ITIL certification.
- PMP/PRINCE2 or equivalent project management qualification.
- CISSP/CISM or cybersecurity qualification.
- ISO 27001 knowledge/certification.
- Cloud certifications.
- Experience in Malaysia's enterprise IT market.
14. PERSONAL ATTRIBUTES
The ideal candidate should be:
- Mature and highly experienced.
- Commercially minded.
- Customer focused.
- A strong communicator.
- Confident dealing with CEOs and Directors.
- A strategic thinker.
- Technically knowledgeable.
- Practical and solution oriented.
- Able to simplify complex technology for business executives.
- Comfortable selling and presenting.
- Strong in negotiation.
- Strong in problem solving.
- Able to work independently.
- Capable of building and leading teams.
- Willing to be hands-on when required.
Most importantly, the candidate should have the mindset of a:
Business Leader + IT Consultant + Managed Services Operator
rather than simply an internal IT Manager.