Job Description

The IT Service Delivery Team Lead supports and coordinates CHASSasia's Service Delivery and Project teams to ensure smooth IT operations, timely support, and a high level of customer satisfaction. This role focuses on guiding engineers, managing daily service activities, assisting with project execution, and serving as an escalation point. The Team Lead works closely with the Service Delivery Manager to maintain strong operational performance and continuously improve service standards.

Key ResponsibilitiesTeam Leadership & Operations

Provide guidance, coaching, and technical support to Project and Service Delivery Engineers. Assist with resource planning, workload coordination, and monitoring of day-to-day team performance. Help track productivity and billable utilisation for engineers (weekly & monthly). Ensure accuracy of timesheets, service documentation, and adherence to operational processes.

Service Delivery & Managed Services

Coordinate delivery of onsite and remote managed services to ensure service quality and SLA compliance. Ensure customers receive timely first responses and follow-ups according to service standards. Monitor recurring issues or service patterns and recommend operational improvements.

Project Coordination

Assist in the planning and coordination of IT projects (Microsoft 365, Azure, infrastructure, security, etc.). Work with Sales, Presales, Technical, and Finance teams to ensure smooth project execution. Track project activities, raise early warnings on risks, and support delivery within scope and timeline.

Customer Relationship Support

Act as an escalation point for customers for day-to-day service and project matters. Help maintain strong customer relationships and contribute to high satisfaction levels. Identify potential service gaps and share possible upsell or improvement opportunities with Sales/Management. Participate in periodic service review meetings and prepare service data when needed.

Process Improvement & Governance

Support improvements to workflows, SOPs, and delivery frameworks. Assist in adopting ITIL-aligned practices for incident, problem, and change management. Contribute ideas and feedback for continuous operational improvement.

Requirements

Degree/Diploma in IT, Computer Science, Engineering, or related field. Minimum

2 years

of experience in IT service delivery, operations, or project coordination. Experience guiding or mentoring technical team members is an advantage. Strong understanding of Microsoft 365, Azure, cloud technologies, and IT infrastructure. Good communication, customer service, and problem-solving skills. Ability to work in a fast-paced environment and manage multiple priorities. Certifications in Microsoft 365, Azure or ITIL are preferred but not mandatory.
Job Type: Full-time

Work Location: In person