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Director of Service Delivery

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia NCR Atleos Full time
About This Role

We are seeking an experienced Service Business Leader to oversee the delivery of Field Services Work in Southeast Asia. As a key member of our leadership team, you will be responsible for driving business growth, improving customer satisfaction, and developing high-performing teams.

Key Responsibilities:

  • Achieve Financial Objectives: Manage a multi-million profit and loss statement to meet assigned financial goals.
  • Regional Oversight: Oversee the delivery of Field Services Work in Southeast Asia, ensuring consistent, proactive and reactive responses to customer issues.
  • Customer Commitment:
    • Prompt Problem Resolution: Ensure timely resolution of customer problems throughout the area.
    • Alliance Partnerships: Identify and collaborate with area alliance partners to fulfill customer commitments.
  • Employee Development:
    • Team Building: Foster teamwork and open communication.
    • Skill Enhancement: Plan and implement development activities to enhance employee skills and knowledge.
    • Performance Management: Establish performance goals, coach, and evaluate employee performance.
  • Cross-Functional Collaboration:
    • Sales Growth: Participate in bid reviews, customer presentations, and contract negotiations to drive sales growth.
    • Maintenance Contracts: Manage service-level agreements, subcontracting, and exception conversions.
  • Customer Satisfaction:
    • Metric Achievement: Ensure all regional metrics are met for all customers.
    • Enduring Relationships: Maintain strong relationships with customers to address service concerns and ensure satisfaction.
    • Service Issues: Guide the sales organization on service-related matters.