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Service Delivery Manager

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Mühlbauer GmbH & Co. KG Full time
Service Delivery Manager

We are seeking a seasoned Service Manager to lead our nationwide service team as the Service Delivery Manager. This role is pivotal in coordinating a 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:
  1. Oversee and coordinate a nationwide field service team, ensuring top performance and efficient service delivery.
  2. Supervise and direct a centralized helpdesk team, maintaining high standards of performance and service quality.
  3. Oversee the selection, development, training, and evaluation of staff to ensure departmental efficiency and success.
  4. Directly support customers, ensuring accountability and strong relationship management.
  5. Collaborate with headquarters and engineering teams to maintain high levels of customer satisfaction.
  6. Address and manage escalations by meeting with customers as needed.
  7. Provide technical guidance and consultation to both customers and the field service team.
  8. Implement and oversee methods for monitoring and reporting service management processes.
  9. Coordinate and monitor multiple sub-contractors across the country to ensure seamless service delivery.
  10. Travel domestically and internationally as required to support and manage service operations.

Requirements:
  1. Bachelor's Degree or Diploma in Electronics, Mechatronics, or a related technical field, or equivalent proven experience.
  2. Extensive experience in the rollout, management, and support of nationwide service installations, particularly in ICT or advanced automation environments.
  3. At least 10 years of experience leading service teams, preferably with a focus on large-scale, distributed field operations.
  4. Experience in government projects is an added advantage.
  5. Proven track record in managing service teams across different regions, with a strong understanding of the challenges involved in nationwide service delivery.
  6. Familiarity with service management frameworks (e.g., ITIL, FitSM, ISO20000).
  7. Strong technical background combined with knowledge of business management principles.
  8. Proficiency in MS Office and HelpDesk Systems (e.g., Jira Service Management, ServiceNow, BMB Remedy, or similar).
  9. Flexibility and willingness to travel frequently within Malaysia and internationally, especially during the project implementation phase.
  10. Excellent communication skills, with fluency in both written and spoken English and Bahasa Melayu.
  11. Experience in dealing with government departments is an added advantage.
  12. Proficiency in German is an added advantage.

We offer:
  1. Performance Bonus
  2. Contractual Bonus
  3. Attendance Bonus
  4. Insurance Coverage
  5. Medical Claim (Staff & Family)
  6. Medical Check up/Dental treatment/Eye wear