Service Delivery Manager

3 days ago


Klang, Selangor, Malaysia VECTORONE ENGINEERING CONSULTANT SDN BHD Full time
Job Description

This senior management position oversees service delivery, project management, and operational efficiency within ERP consultancy and technical services. The role entails managing personnel, ensuring high-performance service levels, leading project implementations, and maintaining strong stakeholder relationships.

Key Responsibilities
  • Service Delivery Oversight
  • Manage the delivery of high-performing services on Enterprise Resource Planning (ERP) in consultancy and technical services.
  • Maintain high-performance levels for service-related processes and implement improvement activities as needed.
  • Provide ongoing support for system software meeting technical and customer requirements.
  • Take accountability for service delivery performance, meet customer expectations, and drive future demand.
  • Collaborate with the Business Development team to address users' requirements for new prospects and existing customers.
  • Department Operation Management
  • Lead personnel management, including staff recruitment, mentoring, performance assessment, training, and target setting.
  • Build strong relationships with teams and stakeholders to facilitate effective dialogue exchange between departments.
  • Ensure all Operations performance targets and SLAs are consistently achieved.
  • Foster a culture of operational excellence among team members and develop their skills and experience.
  • Work with cross-functional teams to ensure alignment and achievement of production goals.
  • Project Management
  • Partner closely with consultants and technical teams during project implementation, prioritizing tasks, and ensuring timely delivery of assigned tasks.
  • Monitor project progress and report to the HOD, including any changes made to plans and production.
  • General
  • Perform other duties at the discretion of superiors and/or management.


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