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Service Delivery Manager

4 weeks ago

Petaling Jaya, Malaysia Esync software services Sdn Bhd Full time

**Overall Function**:

- Responsible for making sure that services are being seamlessly delivered to the clients of an organization. Plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

**Primary Responsibilities**:

- Ensure all services are delivered according to specific standards and expectations.
- Engaging and driving major incident topics to successful closure within the given SLA while maintaining effective communication channels with customer and relevant stakeholders in timely manner. Also ensuring a post review is conducted via problem management to avoid recurrences.
- Monitoring, evaluating, and addressing service delivery performance.
- Recommending service improvements.
- Providing accurate and regular reports to the management on performance of the service delivery
- Facilitating communications to the business (e.g. Incident alerts, change freezes etc.).
- Develop, implement, and maintain quality assurance protocols.
- Understand the business needs, priorities, and opportunities.
- Manage key internal and external stakeholder relationships across the organization to achieve engagement to change and provide technical leadership in the design and development of new IT solutions.
- Managing customer satisfaction, service improvement programs, and escalation and complaint management.
- Identify customer service improvements and opportunities.
- Establish and maintain a positive customer impression and relationship.
- Proactively identify, mitigate, and track recurring customer service issues.

**Requirements**:

- Degree in Computer Science, Information Systems or equivalent
- 2 to 5 years of experience performing Account Management.
- Highly organized and detail oriented.
- Skilled in Project Management.
- Self-motivated, organized, and quick learner.
- _**In depth knowledge, understanding and experience of ITIL practices especially in Incident, Problem, Change, Service Catalogue, and Knowledge Management**_
- ITIL certification - ITIL V3/V4 Foundation certificate or higher, OSA preferred.
- Analytical skills to provide numbers and details for improvement.
- Broad understanding across software development, infrastructure support and SLA/KPI preferred.
- Possess Critical thinking skills.
- Excellent communication skills to effectively convey information to technical and non-technical stakeholders.
- _**Must have remarkable presentation skills when fronting customer and building working relationship**_.
- Able to head/steer meetings with internal and external stakeholders with a goal of resolving issues. Deliver indepth RCA.
- Proficient in English and Bahasa Indonesia (Written and Spoken)
- Demonstrate strong customer focus, with ability to manage stakeholder expectations.
- Competent in documenting and managing process and procedures.

**Job Types**: Full-time, Permanent

Pay: Up to RM12,500.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

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