Service Delivery Manager Lead

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Recooty Full time
Job Description:
As a Service Delivery Manager, you will play a vital role in ensuring the smooth operation of our managed services. You will be responsible for managing customer relationships, resolving technical issues, and driving continuous service improvement.

Key Responsibilities:
  • Manage customer onboarding, including defining and approving hardware process reviews in alignment with Statement of Work (SOW) requirements.
  • Oversee service transitions, ensuring new clients are effectively transitioned into services per the Service Transition framework.
  • Monitor and improve customer retention by proactively managing service performance, addressing issues, and enhancing customer satisfaction through Continual Service Improvement (CSI) initiatives.
  • Track, manage, and coordinate the resolution of customer-reported escalations, ensuring adherence to Major Incident Management procedures.
  • Foster strong relationships with customers, driving continuous service improvement through feedback mechanisms and customer engagement strategies.


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