Service Delivery Associate, Apac Region

1 week ago

Petaling Jaya, Malaysia Konica Minolta Business Solutions Full time

A Service Delivery Associate is responsible for all aspects of Service Delivery within a number of nominated global and regional accounts, promoting the continuous improvement of productivity, service quality and customer satisfaction. He/she must develop a relationship of immense trust with the client which will lead to open discussion, driving customer levels as well as customer loyalty to Konica Minolta and improving customer intimacy.

The Service Delivery Associate provides operational, administrative and centralized support in relation to Konica Minolta’s Service Portfolio.

**Essential Job Functions**:

- Act as a single point of contact for named customers, providing dedicated operations support for account management in relation to day-to-day Service Delivery Management tasks across the customer portfolio.
- Drive standard service delivery practices throughout all contracts within the account and deliver continuous improvement / innovation resulting in increased cost effectiveness and value.
- Manage SLAs and KPIs, P&Ls, and reporting to account stakeholders ensuring the contract meets all business case assumptions.
- Own & deliver monthly reviews including a range of KPI measurements, providing expert problem management with root-cause analysis followed up by a corrective action plan.
- Build and maintain successful relationships with named customers and look to increase the network of touch points within customer sites to develop the customer relationship and identify further opportunities to work in partnership with the customer’s business.
- Take an active role in global and regional bids, and provide input to sales process and tenders and delivery of business case for new business opportunities.
- Delivering service that meets SLA and delights the customer, and promoting the continuous improvement of productivity, service quality and customer satisfaction.
- Monitor and constantly improve on service processes to provide consistent service quality to the Konica Minolta business and customer base through rigorous management of change control.
- Develop on-going customer satisfaction levels throughout the account, proactively gathering customer feedback, and sharing across the business.
- Work closely with Project Managers, APAC & Global Service Delivery Managers and Client Success Managers to stimulate & define requirements for new services and ensures such offerings are professionally introduced, accepted and deliverable.
- Any other duties assigned by Management from time to time.

Pay: From RM4,500.00 per month

**Benefits**:

- Additional leave
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
- Work from home

Work Location: In person

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