Service Delivery Manager
7 days ago
Objective:
- To be able to resolves client support and services issues with a proven ability to implement and communicate difficult decisions to ensure good customer service is achieved and assist in company business growth.
**Responsibilities**:
- Understand and interpret terms and conditions of support contract, delivery measurements, labor rates, fluctuating revenues, profit margins, cost control and mechanism of handling tickets to be equipped and effective in-service management.
- Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
- Work in a support environment with a team of functional, technical and operations workforce.
- Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.
- Handle and manage multiple customers and meet their expectations services to maintain contract renewal, achieve re-orders or budget replenishment.
- Plan and lead from support transition to stabilization and plan and maintain cyclic support activities.
- Do budgetary planning and budget analysis for prospective, existing, or new customers.
- Track utilization of support consultants' efforts and measure optimization of resources to produce monthly utilization and support status reports.
- Conduct service reviews with customers on a periodical basis.
- Identify delivery or service risks and mitigate to avoid critical issues.
Qualifications:
- Minimum 4 to 5 years working experience.
- Degree in a related field preferred.
- Excellent verbal and written communication skills in English and Bahasa Melayu (Other language is a plus).
- Able to work efficiently with mínimal supervision.
- Flexible to travel to client/vendor site as required of the job.
**Benefits**:
- Opportunities for promotion
- Professional development
Schedule:
- Monday to Friday
- On call
Supplemental pay types:
- Performance bonus
- Yearly bonus
Ability to commute/relocate:
- Petaling Jaya: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- working: 4 years (preferred)
**Language**:
- English (required)
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