Service Delivery Manager
1 week ago
Job Description:
We are seeking a seasoned Service Manager to join our team as the Service Delivery Manager. This role is pivotal in coordinating a nationwide service team of up to 30 engineers, covering mechanical, electrical, and software/IT engineering domains. The successful candidate will be groomed to assume the Head of the Service Department role within two years.
Key Responsibilities:- Oversee and coordinate a nationwide field service team, ensuring top performance and efficient service delivery.
- Supervise and direct a centralized helpdesk team, maintaining high standards of performance and service quality.
- Oversee the selection, development, training, and evaluation of staff to ensure departmental efficiency and success.
- Directly support customers, ensuring accountability and strong relationship management.
- Collaborate with headquarters and engineering teams to maintain high levels of customer satisfaction.
- Address and manage escalations by meeting with customers as needed.
- Provide technical guidance and consultation to both customers and the field service team.
- Implement and oversee methods for monitoring and reporting service management processes.
- Coordinate and monitor multiple sub-contractors across the country to ensure seamless service delivery.
- Travel domestically and internationally as required to support and manage service operations.
- Bachelor's Degree or Diploma in Electronics, Mechatronics, or a related technical field, or equivalent proven experience.
- Extensive experience in the rollout, management, and support of nationwide service installations, particularly in ICT or advanced automation environments.
- At least 10 years of experience leading service teams, preferably with a focus on large-scale, distributed field operations.
- Experience in government projects is an added advantage.
- Proven track record in managing service teams across different regions, with a strong understanding of the challenges involved in nationwide service delivery.
- Familiarity with service management frameworks (e.g., ITIL, FitSM, ISO20000).
- Strong technical background combined with knowledge of business management principles.
- Proficiency in MS Office and HelpDesk Systems (e.g., Jira Service Management, ServiceNow, BMB Remedy, or similar).
- Flexibility and willingness to travel frequently within Malaysia and internationally, especially during the project implementation phase.
- Excellent communication skills, with fluency in both written and spoken English and Bahasa Melayu.
- Experience in dealing with government departments is an added advantage.
- Proficiency in German is an added advantage.
- Performance Bonus
- Contractual Bonus
- Attendance Bonus
- Insurance Coverage
- Medical Claim (Staff & Family)
- Medical Check up/Dental treatment/Eye wear
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