Service Delivery Manager

3 days ago


Klang, Selangor, Malaysia VECTORONE ENGINEERING CONSULTANT SDN BHD Full time

This role is a senior management position focused on overseeing service delivery, project management, and operational efficiency within ERP consultancy and technical services. The responsibilities include managing personnel, ensuring high-performance service levels, leading project implementations, and maintaining strong stakeholder relationships.

Key Responsibilities
  • Business Service Management
  • Managing the service delivery; ensuring high-performing service functions on Enterprise Resource Planning (ERP) in consultancy and technical deliveries.
  • Maintaining high-performance levels for service-related processes and implementing improvement activities wherever necessary.
  • Contribute to providing ongoing support for system software that meets technical and customer requirements.
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
  • Attend to users' requirements with the Business Development team for new prospects and existing customers.
  • Department Operation Management
  • Leading personnel management, including staff recruitment, mentoring, performance assessment, training, and target setting.
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
  • Ensuring all Operations performance targets and SLAs are consistently achieved.
  • Maintaining a culture of operational excellence in team members and developing team skills and experience.
  • Collaborating with cross-functional teams to ensure alignment and achievement of production goals.
  • Project Management
  • Working closely with the consultant and technical team during all phases of the project implementation, prioritizing tasks, and ensuring timely delivery of assigned tasks.
  • Monitoring the progress of projects and reporting progress to the HOD, including any changes made to plans and production.
  • General
  • Performing other duties at the discretion of superior and/or management.
Skills & Experiences
  • Possesses a Bachelor's Degree/Post-Graduate Diploma/Professional Degree in Computer Science/Information Technology or equivalent.
  • Project Management Professional certification (PMP) is a plus.
  • Knowledge in technical skillset such as software development languages and frameworks like Java, Angular JS, and Spring Boot is a plus.
  • At least 5 years of experience in a related field and in a senior management role and responsibility.
  • Risk management qualifications and/or demonstrated experience in Enterprise Risk Management.
  • Excellent analytical, problem-solving, leadership, and communication skills.
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