Head of Service Management

About the role

This full-time Head of Service Management role offers an exciting opportunity to lead the service management function within a dynamic telecommunications company. Based in Kuching, Sarawak, the role is responsible for ensuring the delivery of high-quality services to customers and driving continuous improvement across service operations.

What you'll be doing

• Design and execute a comprehensive customer success framework that reinforces the organisation's strategic vision and enhances value delivery across the customer lifecycle.
• Lead the Program Management Office (PMO) and oversee the delivery of strategic initiatives, ensuring that all projects are executed on time, within scope, and to the highest quality standards.
• Serve as the primary liaison for key clients, fostering enduring relationships and ensuring alignment between customer expectations and service outcomes.
• Develop a deep understanding of the company's solutions portfolio to effectively identify and capitalise on opportunities for upselling, cross-selling, renewals, and account growth.
• Champion continuous improvement initiatives by identifying operational inefficiencies and implementing best practices to elevate program governance and delivery effectiveness.
• Establish and strengthen strategic alliances with external partners, broadening the company's ecosystem and enhancing competitive advantage.
• Undertake additional assignments and responsibilities as delegated by the immediate superior or relevant stakeholders in support of organisational priorities.

What we're looking for

• A bachelor's degree in business administration, engineering, or a related discipline; advanced degrees or certifications in project management or service excellence are an added advantage.
• Minimum of 15 years of professional experience, including at least 10 years in senior-level program or service management roles with proven leadership in complex environments.
• Demonstrated success in crafting and implementing customer-centric strategies that drive engagement, loyalty, and business growth.
• Extensive experience in large-scale project and change management, including cross-functional coordination and enterprise-level transformation initiatives.
• Strong strategic acumen with the ability to prioritise competing demands, manage risks, and align execution with corporate objectives.
• Proficiency in managing enterprise customer contracts, including SLA negotiation, billing structures, and performance metrics.
• In-depth knowledge of service operations, support frameworks, and escalation protocols within high-performance environments.
• Proven ability to develop and manage strategic partnerships and stakeholder relationships across multiple organisational levels.
• Exceptional communication, negotiation, and interpersonal skills, with the capability to influence and engage both internal and external stakeholders.
• Strong leadership capabilities with a demonstrated ability to lead, inspire, and develop high-performing teams in a dynamic business setting.
• Sarawakian candidates are strongly encouraged to apply.

What we offer

We are committed to creating an environment where our employees can thrive. We offer competitive remuneration, comprehensive benefits, and opportunities for professional development. Our focus on work-life balance and well-being ensures that our team members can achieve their full potential.

About us

SACOFA is a telecommunications infrastructure provider based in Sarawak, Malaysia, dedicated to delivering reliable and innovative connectivity across the region. As a key contributor to Sarawak's digital transformation, we provide quality infrastructure and services that connect communities and businesses.

If you are passionate about contributing to the growth of Sarawak's digital future and eager to be part of a progressive organisation, we invite you to apply and join our team.