Service Delivery

2 weeks ago

Bandar Sunway Selangor, Malaysia WISE AI Sdn Bhd Full time 80,000 - 120,000 per year

The Service Delivery role is responsible for ensuring the successful delivery of WISE AI's products and services to clients in accordance with agreed timelines, quality standards, and Service Level Agreements (SLAs). This position requires strong project management, communication, and problem-solving skills to ensure client satisfaction and seamless collaboration between internal teams and external stakeholders. The ideal candidate will proactively manage client expectations, monitor delivery performance, and continuously seek opportunities to enhance service quality and operational efficiency

Duties and Responsibilities

  • Manage project deliverables using Agile methodologies, ensuring timely updates and transparency with all relevant stakeholders.
  • Oversee the end-to-end delivery process, maintaining customer satisfaction throughout the project lifecycle.
  • Ensure effective, professional, and clear communication between business, technical, and customer teams.
  • Ensure services are delivered in accordance with Service Level Agreements (SLAs) and other contractual obligations.
  • Work closely with partners, resellers, and customers to coordinate implementation activities and resolve delivery challenges.
  • Collaborate with the Business and Technical teams to analyse, present, and resolve complex project or service issues.
  • Continuously identify opportunities to improve processes, delivery timelines, and client satisfaction.
  • Build and maintain strong internal and external relationships to support business growth and client retention.
  • Prepare and present project status reports, highlighting progress, risks, dependencies, and mitigation plans.
  • Conduct post-project reviews and capture lessons learned to enhance future service delivery.
  • Document newly reported issues, corresponding solutions, and resolutions in a centralized knowledge base to ensure future reference and reduce repetitive troubleshooting efforts.

Key Requirements

  • Bachelor's degree in Business, IT, Engineering, or a related field.
  • At least 3 years of experience in service delivery, project management, or customer success — preferably within a technology or SaaS environment.
  • Strong organisational, communication, and stakeholder management skills.
  • Proven ability to manage multiple projects simultaneously and deliver within agreed timelines.
  • Experience with Agile/Scrum methodologies and cross-functional team coordination.
  • A proactive problem-solver with a customer-centric mindset and strong attention to detail.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.

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