Service Delivery Manager

1 week ago

Petaling Jaya, Malaysia TESS INNOVATION SDN BHD Full time

As a Service Delivery Manager, your main role is to meet end-user demands, solve customer problems, and drive client satisfaction. One of the key responsibilities is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. You are also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
You will play an important role in, but not limited to?
- Collaborate with customer representatives to identify service needs and complaints and how our offerings can address their growth and potential.
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
- Develop customer relationship through professional, dependable and accurate interactions.
- Reply and resolve customer mission critical issues during/outside business hours.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Analysing third-party as well as internal processes, and creating strategies for service delivery optimization.
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
- Providing accurate and regular reports to the management on performance of the service delivery.

TESS INTERNATIONAL, a premier lead in the Financial Crime Solution Industry transforming banking, financial and trade businesses with a wide range of advanced digital-based financial crime solutions and new wave technologies including but not limited to Artificial Intelligence, Big Data analytics and many more. We embed unmatched expertise into our award-winning solutions with simplified business processes and efficiency-driven compliance-based technologies to address compliance and regulatory challenges at all levels mainly on Anti-Money Laundering and Counter Financing Terrorism (AML/CFT).

TESS has culminated decade's worth of experience in implementing practical tech savvy solutions with impeccable customer service across multitude financial and non financial institutions locally and regionally with distinction.

TESS was awarded a Multimedia Super Corridor (“MSC”) Status from the Malaysian Government on February 2001. And, we are officially ISO 9001 certified and setting milestones towards ISO 27001.
Bachelor's or Equivalent

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