Service Delivery Manager

7 days ago

Cyberjaya, Selangor, Malaysia Nasstar Full time

WE'RE RECRUITING
As one of the UK's fastest growing MSPs, we're on the lookout for a Service Delivery Manager

Location:
Cyberjaya, Malaysia

Salary:
Competitive Base + Benefits

Job Type:
Permanent, Full-time

Hours: 40 hours per week primarily covering core UK hours

A fantastic opportunity awaits to join our Global Services team as a Service Delivery Manager. You'll play a crucial role in service management, fostering strong client relationships and ensuring successful service delivery. Collaborating with internal teams, you'll manage risk mitigation, SLAs, and business processes within an ITIL framework. Your focus will be on delivering exceptional service and retaining clients in your portfolio. You'll also track KPIs, drive continuous improvement, and be prepared to address customer needs outside regular hours when necessary.

Responsibilities:

  • Service Management
  • Ensure that the service delivered successfully matches the objectives of the contract. Report to both the customer and the internal organisation through an established service review process. Analyse performance reports, offering insight and thought leadership. Identify areas for continuous service improvement and work with the business to deliver these. Protect the recurring revenue margin on the service and ensure opportunities for growth are identified. Work closely with sales and technology teams to ensure growth of the service and support the roadmap for future offerings.


 Customer engagement
  • Establish a clear and professional relationship with customer stakeholders and influencers. Become a trusted adviser to the customer. Be the voice of the customer while working closely with the internal departments to drive resolution on and issues raised. Mitigate risk while supporting the customer through service enhancements and change requests.


 Communication
  • Act as the senior point of communication for the customer, be able to present and communicate at C level. Support the customer through the escalation process if required. Be the voice of the customer for internal teams.

What we are looking for:

  • ITIL v4 Foundation
  • Proficient in risk management in complex settings, proven customer relationship management across all levels
  • Effective issue and problem resolution in complex environments
  • Performance management using SLAs, KPIs, proactive intervention, and regular service reviews
  • Ability to plan and gain support for changing priorities while maintaining commitment through effective communication
  • Establishing personal credibility through persuasive presentation of ideas and facts, gaining commitment and support for upselling services and business development
  • Strong influencing skills to change opinions and outcomes of decisions, gaining buyin and commitment from stakeholders
  • Excellent verbal and written communication, including presentation skills
  • Analytical ability to interpret service performance and customer satisfaction data, prioritize issues, and develop improvement plans
  • Proficiency in computer tools such as ServiceNow, CRM, and Microsoft Office or similar platforms

About Nasstar
More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with

What you can expect from us in return
At Nasstar, we think it's important to look after our employees.

In addition to a market standard pay, supportive teams and real chance to progress your career, we offer a range of benefits which include:

Holiday: 20 days' annual leave entitlement, plus public holidays

Medical Insurance Enrolment:
Will take place after probation is passed

Shift, Travel & Parking Allowance

Overtime:
All staff are eligible for overtime (if required)

Training:
Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful

Office Location & Environment:
Working in a modern new office with good facilities in the immediate location

Reasons to choose a career with Nasstar:

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible.

With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

Equal Opportunities:


Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

By embracing diversity, practising inclusion, and striving for equity, we aim to be a leader in our industry and a model for organisations wor

  • Service Delivery Manager

    4 weeks ago

    Cyberjaya, Selangor, Malaysia NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Service Delivery Manager

    3 weeks ago

    Cyberjaya, Selangor, Malaysia NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Delivery Trainee

    7 days ago

    Cyberjaya, Selangor, Malaysia Tesla Full time

    What to Expect The Tesla Delivery team is committed to providing the best ownership experience possible to our customers. This position is a great opportunity to join a world class expanding technology company and have a direct impact on our delivery promise as customers take ownership of their new vehicles. The Delivery Trainee role is the direct point of...

  • Supervisor, Data Service Delivery

    7 days ago

    Cyberjaya, Selangor, Malaysia Royal Bank of Canada Full time

    Job SummaryManages all aspects of organizational data; establishes and maintains policies and procedures for planning, designing and maintaining an information bank to ensure that data services are delivered in a high-quality and profitable manner. Typically supervises hourly and entry-to-mid level employees with day-to-day direction and tasks, in alignment...

  • Associate Director, Data Service Delivery M/F

    7 days ago

    Cyberjaya, Selangor, Malaysia Crédit Agricole Group Full time

    What will you do?Responsible for the management of the DSD teams within the department under the global model and / or across designated 'home' locations as applicable to the respective teams under the senior manager's jurisdictionEnsuring delivery of the services to internal and external clients within prescribed timeframes with a high level of...

  • Re Hard Services Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia Shell Full time

    The Role:PropositionThe Real Estate (RE) Hard Services Manager is responsible for the delivery of preventive maintenance services and overall building systems reliability of the facility within the real estate scope including space planning and management in collaboration with the IFM partner/contractor and other external suppliers and the building...

  • Service Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia AT&T Full time

    Supports complex account modules with higher revenue of the organization, acting as the pivotal team member on all customer crisis issues, this position is held accountable for all customer issues while simultaneously concentrating on process improvement and customer satisfaction.This position is charged with resolving customer issues with the independent...

  • Manager, Reconciliations Services

    7 days ago

    Cyberjaya, Selangor, Malaysia Royal Bank of Canada Full time

    Job SummaryThis position is responsible to manage Reconciliations Services' day-to-day processing of reconciliations, perform escalations, providing leadership and vision to members of the Reconciliation Team in Malaysia covering Trade and Cash reconciliations. The incumbent has input on the planning and controls of the team, directing its business, and...

  • Manager, pricing

    7 days ago

    Cyberjaya, Selangor, Malaysia CACEIS Full time

    du poste CACEIS Investor & Treasury Services Malaysia is a processing center of operational excellence supporting 10 countries across three geographical time zones. Malaysia is one of two operational processing hubs that supports Custody Transaction Management; Settlements; NAV Production; Fund Reporting; Shareholder Services; Global Fund Platform Services;...

  • Manager, pricing

    3 weeks ago

    Cyberjaya, Selangor, Malaysia CACEIS Full time

    du poste CACEIS Investor & Treasury Services Malaysia is a processing center of operational excellence supporting 10 countries across three geographical time zones. Malaysia is one of two operational processing hubs that supports Custody Transaction Management; Settlements; NAV Production; Fund Reporting; Shareholder Services; Global Fund Platform Services;...

  • Facility Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia GAGASAN SENTRAL SDN BHD Full time

    Develop and implement a facility management program including daily surveillance, plan preventative maintenance and life-cycle requirements. Conduct and document regular facilities inspections. Ensure compliance with health and safety standard and industry codes. Allocate and manage facility space for maximum efficiency. Coordinate intraoffice moves....

  • Problem Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia Atos Full time

    Publication Date:Aug 28, 2023RefNo:485079Location:Cyberjaya, Selangor Darul Ehsa, MY, 63000The future is our choiceAt Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people's skills and backgrounds to make the right choices with our...

  • HR Service Advisor

    7 days ago

    Cyberjaya, Selangor, Malaysia Experian Full time

    Full-timeEmployee Status: RegularRole Type: HybridDepartment: Human ResourcesSchedule: Full TimeCompany Description: Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life's big moments from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with...

  • HR Service Advisor

    7 days ago

    Cyberjaya, Selangor, Malaysia Experian Full time

    Company DescriptionExperian unlocks the power of data to create opportunities for consumers, businesses and society. During life's big moments - from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers - we empower consumers and our clients to manage data with confidence so they can...

  • Customer Service Representative

    7 days ago

    Cyberjaya, Selangor, Malaysia NES Fircroft Full time

    Purpose:The Customer Success Specialist supports our customer's daily operations, delivering all relevant services to the customer from product ordering till collection of cash. The Customer Success Specialist owns contract management, pricing, ordering, delivery, invoicing and cash collection process. This role makes sure Customers find it easy to do...

  • Customer Service

    7 days ago

    Cyberjaya, Selangor, Malaysia Growthfn Sdn Bhd Full time

    Take call and provide accurate answer to customer queries. Experience working in Aviation or travel account is an added advantage Delivery excellent customer support & services and offering patient assistance at all times. Respond to customer's inquiries over knowledge acquired through training (client product, continuous improvement, and refresher courses)....

  • Procurement Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia PILOT Construction Sdn. Bhd. Full time

    POSITION:Procurement ManagerRESPONSIBILITY AND ACCOUNTABILITY Source and adequate best supplier in terms of pricing, terms and condition offer and servicing for each type of products. Evaluate and provide rating for each type of supplier by completion the Evaluation and Selection of Supplier for Contract & Procurement Director for approval. Conduct and...

  • Customer Service

    7 days ago

    Cyberjaya, Selangor, Malaysia Growthfn Sdn Bhd Full time

    Take calls and provide accurate answers to customer queries. Experience working in Aviation or travel accounts is an added advantage Delivery excellent customer support & services and offering patient assistance at all times. Respond to customer's inquiries over knowledge acquired through training (client product, continuous improvement, and refresher...

  • Customer Service Operation

    7 days ago

    Cyberjaya, Selangor, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

    Job Details: Location: CyberjayaContract Duration: 6 months Working Hour: Monday Friday, 9am 6pm OR 8.30am 5.30pm Offered Salary: Up to RM 3,200Responsibilities:General Inquiries: To handle and resolve all queries relating to marketing activities. Troubleshoot and resolve transaction related issue at station which may be due to various reasons.Online...

  • Administrator, Private Capital Services

    7 days ago

    Cyberjaya, Selangor, Malaysia Genius Brio Sdn Bhd Full time

    The individual is responsible for static data collection and update of the client portfolio for all client transactions across the year. This includes understanding the Client documents and retrieving the necessary information accurately. To maintain highest level of service quality and performance in compliance with Private Capital Services mission and...