Project Manager/Service Delivery Manager

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia noventiq Full time
Project Manager/Service Delivery Manager

Join to apply for the Project Manager/Service Delivery Manager role at Noventiq Malaysia.

About Us: Noventiq (Noventiq Holdings PLC) is a premier global provider of cutting-edge digital transformation and cybersecurity solutions, headquartered in London. We empower businesses to thrive in the digital age, connecting them with top-tier IT vendors and delivering our own innovative services and proprietary solutions.

Why Noventiq? Our success is driven by a robust three-dimensional strategy focused on expanding our market presence, diversifying our product portfolio, and enhancing our sales channels. Through strategic M&A activities, we are poised to capitalize on industry consolidation and achieve unprecedented growth. With a dynamic team of approximately 6,400 employees operating in around 60 countries, we have a significant footprint in regions with immense growth potential, including Latin America, EMEA, APAC, and a notable presence in India.

Your Opportunity: Join a globally recognized organization, celebrated with multiple "Great Place to Work" awards. At Noventiq, your ideas matter. We foster an environment where innovation thrives and collaboration is a cornerstone. Be a part of our journey to drive digital transformation worldwide.

Ready to Make an Impact? If you're passionate about shaping the future of digital transformation and cybersecurity, we want you on our team. Join us and be a part of a global organization where your contributions are valued, and your potential is limitless.

Job Summary: The Project Manager/Service Delivery Manager (SDM) is responsible for managing the delivery of Managed Services to customers, ensuring services meet or exceed established SLAs, and maintaining high customer satisfaction. This role will involve leading the stakeholder management process, managing escalations, and ensuring the alignment of resources and processes to deliver excellent service outcomes. You will work closely with internal teams, including engineers, project managers, and global delivery centres, to ensure the smooth operation and continuous improvement of services.

Key Responsibilities

Managed Services Leadership:

  • Lead and manage the delivery of Managed Services to customers, ensuring they meet contractual obligations, KPIs, and SLAs.
  • Oversee and drive continuous service improvements to enhance service delivery and customer satisfaction.

Stakeholder & Customer Relationship Management:

  • Serve as the primary point of contact for all Managed Services customers.
  • Establish and maintain strong customer relationships, acting as a trusted advisor and service advocate.
  • Manage customer expectations and ensure regular communication on service performance and improvement plans.

Risk Management And Escalation Handling:

  • Identify and manage risks proactively, ensuring appropriate mitigation strategies are in place.
  • Lead the resolution of escalated issues and incidents, working closely with technical teams to ensure timely resolution and minimal business impact on the customer.

Collaboration & Team Management:

  • Collaborate with engineers, project managers, the global delivery centre, and other stakeholders to align on service delivery objectives.
  • Coordinate resource allocation and ensure the effective delivery of Managed Services to customers.
  • Mentor and guide service delivery teams to achieve optimal performance and address any service issues efficiently.

Quality Assurance And Continuous Improvement:

  • Ensure the highest level of service quality through ongoing service reviews, audits, and process improvements.
  • Develop and implement quality assurance processes to guarantee service delivery excellence.

Budget And Resource Management:

  • Manage budgets related to service delivery, ensuring financial targets are met.
  • Plan and allocate resources efficiently to meet service delivery goals and ensure cost-effective operations.

Reporting And Metrics:

  • Monitor, report, and analyse service performance, providing detailed reports on service quality, SLAs, and customer satisfaction to senior management.
  • Drive improvements based on feedback from performance metrics and customer feedback.
Qualifications & Skills
  • Education: Bachelor's degree in information technology, Business Administration, or a related field. PMP certification is an advantage.
  • Experience: Minimum of 5-7 years of experience in Service Delivery Management or a similar role, preferably within a Managed Services environment.
  • Technical Knowledge: Understanding of Managed Services (ITIL processes, cloud services (Azure, AWS), and IT infrastructure will be advantage).
  • Leadership: Proven ability to lead and manage cross-functional teams in a matrixed environment.
  • Communication Skills: Strong verbal and written communication skills, with the ability to manage stakeholder relationships effectively.
  • Problem-Solving Skills: Strong analytical skills with the ability to manage risks and resolve issues in a fast-paced environment.
  • Customer-Centric Focus: Demonstrated ability to build strong relationships with customers, providing high-level service and ensuring customer satisfaction.
What We Offer
  • Working time: Monday -Friday, 9AM – 6PM
  • Attractive Bonus, & Allowances for mobile, transportation, parking
  • Premium Healthcare insurance
  • External and Internal Training Opportunities & English class are sponsored by company
  • Birthday paid day-off & Birthday gift
  • Recognition program, Referral program
  • Working device provided or reimbursement on personal device
  • Other activities: annual company trip, year-end dinner, exciting engagement events, Coaching opportunities, etc.
  • Annual Salary Review & Promotion

Don't forget to include your CV and cover letter. We receive a lot of applications, but we try to notice each of our potential candidates.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Industries: IT Services and IT Consulting

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