Service Delivery Manager, Kulim

3 weeks ago

Kulim, Malaysia Mesiniaga Berhad Full time

**Roles and Responsibilities**
- Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
- Maintaining positive relationships with customers by identifying customer needs and overseeing service delivery within the company context.
- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
- Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability.
- Assessing customer feedback and using their expertise to establish, improve, and refine services.
- Responsible for financial management and reporting and optimizing processes.
- Managing finances and budgets.
- Assessing customer feedback and using your creativity to establish, improve, and refine services.

**Requirements**:

- At least 3 years of working experience in the related field is required for this position.
- Possess operational skills (problem management, change management, incident management, etc.) required to manage an IT outsourcing operations team.
- Experienced working in a process-oriented environment.
- Considerable experience relating to relationship management and quality control skills.
- Experienced as an Incident/Crisis Manager in previous roles.
- Excellent computer skills and possess the ability to use business support software.
- Able to assess, design, develop and document technical and process improvements.
- Possess strong team work attitude and has the attention to detail.
- Proficient in English (both written and verbal).

Pay: RM4,000.00 - RM7,000.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Kulim: Reliably commute or planning to relocate before starting work (required)

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