IT Service Management Lead

6 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Recooty Full time

Job Description

We are seeking an experienced IT Service Management Lead to join our team at Recooty. In this role, you will be responsible for leading IT service management activities, ensuring efficient delivery of services to our customers.

  1. Service Management Leadership
  • You will lead IT service management teams, providing guidance and direction to ensure successful service delivery.
  • Collaborate with cross-functional teams to drive operational efficiency and effectiveness.
Incident & Problem Management
  • You will manage incident and problem management processes, taking ownership of service escalations and engaging relevant teams to drive prompt resolution.
  • Collaborate with technical teams to troubleshoot technical issues and drive solutions.
Service Transition & Onboarding
  • You will oversee customer onboarding, ensuring new clients are effectively transitioned into services per the Service Transition framework and Statement of Work commitments.
  • Work with the Transition Team to define and approve hardware process reviews in alignment with SOW requirements and Service Transition best practices.
Service Assurance & Customer Retention
  • You will monitor and improve customer retention by proactively managing service performance, addressing issues, and enhancing customer satisfaction through Continual Service Improvement initiatives.
  • Conduct regular customer health assessments and service performance reviews to proactively address risks and ensure service stability, aligning with Service Level Management practices.

About You

To succeed in this role, you will need:

  1. Bachelor's degree in IT, Computer Science, Business Management, or a related field.
  2. 5+ years of experience in IT service management, service delivery, or customer support roles.
  3. Experience in handling technical escalations and incident/problem management.
  4. Previous experience in managing customer relationships and improving customer satisfaction.
  5. Experience in conducting service reviews such as Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
  6. Background in working with Managed Services, OEM support, or cloud service providers.

What We Offer

We offer a competitive salary package, housing allowance, performance-related bonus, annual leave, medical leave, medical and hospitalization coverage, and a dynamic working environment.



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