Client Delivery Manager

21 hours ago


Petaling Jaya, Malaysia Avensys Consulting Sdn Bhd Full time

KEY RESPONSIBILITIES
*
- Client Deliver Manager for Enterprise clients
- Incident escalation point for Client
- Maintains an overall regular view of all incidents impacting the customer
- Drives the delivery of remedial actions and recommendations
- Ensures timeline and consistent delivery of all service management capabilities.
- Ensures all SLAs are met through analysis and presentation of SLA reporting.
- Initiation or contribution to CSIP’s to improve SLA performance as needed.
- Drive outcomes in service provisioning
- Manage third party vendor agreements applicable to the client as needed
- Ensures all contracted deliverables are being met
- Ensure appropriate service reporting is available to their client base
- Ensures account allocation levels are sufficient to achieve customer and financial targets.
- Drives or participates in customer engagements are to take place to communicate overall account performance and provide the client an opportunity to provide feedback.
- Drives the achievement of customer satisfaction and service excellence targets
- Manages customer escalations relating to any contracted service of deliverable.
- Actively participating in ICS wide initiatives and representing ICS in OB forums.
- Ensures partners/supplier performance through close management of contractual deliverables.
- Identifies opportunities for cost efficiency and productivity improvement
- Tracks revenue, cost and margin against forecast for each account
- Supports Project Services and project leads to ensure delivery of projects on time and on budget, and have been accepted into the operational environment
- Develops strong working relationships with all stakeholders within ICS and Company Business to ensure Company achieves customer outcomes.
- Ensure frequent internal stakeholder engagements to communicate relevant customer information and provide an opportunity for collaboration within virtual teams.
- Support Account Manager and/or onshore Client Delivery Manager in identifying new customer business requirements through regular client interaction, leveraging Company innovation and creativity mapping requirements to potential sales or organic growth opportunities.

**REQUIREMENTS**:

- Min 5 years of ICT Industry experience
- Min 3-5 years Client/Service delivery manager experience
- Significant and relevant business experience with multiple customers
- A track record in successfully achieving/exceeding operational goals
- The ability to work and perform in a matrix organisation structure
- Experience in effective utilisation of remote delivery capability
- Good understanding and knowledge on ITIL/ITSM basic certification (ITIL V3 or V4 fundamental)
- Ability to build & sustain strong customer relationship at the senior level
- Possess strong influence & negotiation skills
- Ability to prepare and deliver clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively
- Applies appropriate knowledge and methods to resolve complex business issues
- Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support
- Ability to develop & present high impact message to senior level management
- Crisis & conflict management
- Expert product and outsourcing industry knowledge
- Experience in ICT environment, demonstrate a strong, successful Operational Management experience of a strategic and operational nature.
- Demonstrated ability to interpret operational analysis and trends.
- Demonstrate extensive understanding of current and future trends in the Service Management market.
- Demonstrate a good understanding of the competitive landscape in the Service Management field and nuances of the market.
- Strong Analytical and Problem solving skills

Remark : Working Hours will be Mon-Thurs : 6.30AM-4PM MYT, Fri : 6.30AM-3.30PM MYT to align with Australian Business Hours

**Job Type**: Permanent

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- ICT: 3 years (required)
- Client or Service Delivery Manager: 4 years (required)

**Language**:

- Malay (required)

License/Certification:

- ITIL V3 / V4 (preferred)



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