Business Service Manager

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Maxis Full time
Are you ready to get ahead in your career?

  • We want to empower you turn your ambitions into achievements.
  • We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
  • Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
  • To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.
Why does this job exist and why is it critical?

What are you accountable for?

  • Accountable for post sales Endtoend (E2E) Service Management for Maxis Enterprise top customer accounts.
  • Take accountability to manage overall Maxis' service availability, and operational capability for the customers.
  • Customers' single point of contact for all servicerelated topics during RunandMaintain (for Strategic and Top Tier accounts).
  • Implementing and managing service management disciplines frameworks (e.g. ITIL, 6Sigma) in an ICT managed services/ Telecommunication/Network environment (e.g. IoT, SDWAN, Cloud etc.)
  • Collaborate with leadership team to develop key strategic initiatives to ensure the Service will continue meet the business needs.
  • Proactively leading regular governance and service review meetings with customers on performance and improvement opportunities.
  • Ensure all SLAs and contractualbased deliverables are on target.
  • Own and lead a Problem Management and RCA for the client and ensure this is communicated to the relevant stakeholders.
  • Ensure that actions associated to major incident reports are completed within an acceptable timeframe to reduce the likelihood and impact of the incident reoccurring.
  • To improve customer experience, manage and reduce customer complaints.
  • Work with Account Managers to discover and identify new opportunities for revenue expansion.
  • Drive reduction in revenue leakage and losses in operational delivery.
  • Establish greater governance in the endtoend revenue assurance in overall Service, including Billing and Collection reviews supported by Billing & Collection Operations team.
  • Measure, record, analyse and improve the customer satisfaction.
What do you need to have for the role?

  • Bachelor's / Master's Degree in Information Technology, Telecommunications, Business Management, or a related field.
  • Relevant years of experience in Service Management within an ICT managed services/Telecommunication/Network environment.
  • Proven experience in handling postsales service management for enterprise customers.
  • Strong background in managing SLAs and contractual deliverables.
  • Proficiency in ITIL (Information Technology Infrastructure Library) and 6Sigma methodologies.
  • Excellent communication skills, capable of acting as a single point of contact for customers on servicerelated topics.
  • Proven track record of improving customer satisfaction and managing customer complaints.
What's next?

Maxis values diverse voices & people.

We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.


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