Head of Service Management

3 days ago


Kuching, Sarawak, Malaysia Hexa Business Full time

Job Responsibilities:-

  • Develop and implement a robust customer success strategy that aligns seamlessly with the company's overarching goals, delivering unparalleled value to our valued clientele.
  • Supervise the project management and service delivery processes to guarantee our customers consistently receive timely, top-notch, dependable services that not only meet but also exceed their expectations.
  • Cultivate and nurture strong relationships with customers, serving as their primary point of contact for project and service delivery.
  • Develop a thorough understanding of our products and service offerings to better upsell, cross-sell, also to identify renewal and/or growth opportunities.
  • Be an agent of change, identifying opportunities for process improvement and driving efficiency in project and service delivery management practices.
  • Foster and sustain strategic alliances with key industry players to broaden our market reach and provide added value to our business.
  • Perform any other duties or ad hoc tasks as assigned by the immediate superior or relevant stakeholders, as and when required.

Job Requirements:-

  • Possess a bachelor's degree in business, engineering, or a related field.
  • At least 15 years of working experience and 10 years in management.
  • Demonstrate a successful track record in developing and executing customer success strategies.
  • Strong experience in project and change management.
  • Display strategic thinking capabilities, with abilities to juggle multiple goals and deadlines.
  • Showcase expertise in managing customer contracts and billing, including complex agreements with enterprise-level customers.
  • Exhibit a comprehensive understanding of Service Level Agreement (SLA), customer support operations and service escalation processes.
  • Have a background in partnership management and building robust business relationships.
  • Possess excellent communication and interpersonal skills, enabling you to build rapport and influence key stakeholders at all levels.
  • Show strong leadership and team management skills, with the ability to inspire and lead high-performing teams.
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