Head of Service Management

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

What are you accountable for?

Key Responsibilities

1. Leadership & Strategic Oversight

• Lead, mentor, and develop a high-performing team of Service Managers managing enterprise customers across all segments.
• Define the vision, structure, and maturity roadmap for Service Management as a key differentiator within Maxis Enterprise.
• Oversee the governance of customer experience and service delivery performance, ensuring alignment with enterprise objectives and customer outcomes.

2. Service Excellence & Customer Success

• Drive consistent SLA achievement, service quality, and customer satisfaction (CSAT/NPS) across all managed accounts.
• Champion customer advocacy through transparent communication, executive engagement, and continuous service improvement programs.
• Manage service profitability by identifying cost efficiencies while maintaining high delivery standards.
• Engage with C-level customer stakeholders and internal leadership to strengthen trust and long-term partnership.

3. Innovation & Service Design

• Design and implement new service management frameworks, tools, and practices that anticipate customer needs and market evolution.
• Lead service transition planning for new or enhanced managed services, ensuring operational readiness, process integration, and customer satisfaction.
• Collaborate with Product, Engineering, and MSOC teams to ensure seamless service introduction and lifecycle management.

4. Operational Performance Management

• Oversee regular business and service reviews with key internal and external stakeholders.
• Monitor service KPIs, trend analyses, and improvement metrics to drive data-driven operational excellence.
• Ensure incident, problem, and change management practices are consistently executed to minimize impact and recurrence.

5. Problem Management & Improvement Initiatives

• Own the enterprise-level problem management strategy, ensuring root-cause elimination and systemic issue reduction.
• Lead Service Improvement Plans (SIPs) in collaboration with technical, operations, and assurance teams to address recurring performance gaps.
• Promote continuous improvement and automation to enhance responsiveness and customer visibility.

Key Interfaces

• Internal: Enterprise Sales, Product, Operations, Network, IT, Billing, Finance
• External: CIOs, Heads of Infrastructure, Government Officials, Strategic Partners

What do you need to have for the role?

Qualifications & Experience

• Bachelor's Degree in Telecommunications, IT, Business, or related discipline.
• Minimum 10 years of experience in service management, enterprise service delivery, or operations leadership.
• Proven experience leading customer-facing teams in complex B2B environments.
• Deep understanding of managed services, ICT operations, and SLA governance.
• Strong executive communication, stakeholder management, and analytical capability.
• ITIL certification preferred; familiarity with ServiceNow, Salesforce, or Kenan is an advantage.

What's next?

• Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.